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Avaya IP Agent
Release 7.0
Installation and User Guide for Citrix
Preface
Chapter 1: Introduction
Chapter 2: Configuring the Avaya communication server
Chapter 3: Installing Avaya IP Agent
Chapter 4: Avaya IP Agent enhanced configuration options
Chapter 5: Starting and Stopping Avaya IP Agent
Chapter 6: Using VuStats
Chapter 7: Avaya IP Agent basic operations
Chapter 8: Using a Public Directory with Avaya IP Agent
Chapter 9: Screen pops
Chapter 10: Dialog Reference
Appendix A: Shortcut keys
- Shortcut key functions
Appendix B: Language support
- Untranslated components
- Supported languages for Avaya IP Agent
Appendix C: Troubleshooting
Glossary
Index

Avaya IP Agent

Release 7.0

Installation and User Guide for Citrix

Release 7.0

June 2007

Notice

While reasonable efforts were made to ensure that the information in this

document was complete and accurate at the time of printing, Avaya Inc. can

assume no liability for any errors. Changes and corrections to the information

in this document might be incorporated in future releases.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions to

the original published version of this documentation unless such modifications,

additions, or deletions were performed by Avaya. Customer and/or End User

agree to indemnify and hold harmless Avaya, Avaya's agents, servants and

employees against all claims, lawsuits, demands and judgments arising out of,

or in connection with, subsequent modifications, additions or deletions to this

documentation to the extent made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked Web

sites referenced elsewhere within this documentation, and Avaya does not

necessarily endorse the products, services, or information described or offered

within them. We cannot guarantee that these links will work all the time and we

have no control over the availability of the linked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your sales

agreement to establish the terms of the limited warranty. In addition, Avaya’s

standard warranty language, as well as information regarding support for this

product, while under warranty, is available through the Avaya Support Web

site:

http://www.avaya.com/support

License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S

ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL

LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE

http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF

YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST

RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN

(10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types

described below. The applicable number of licenses and units of capacity for

which the license is granted will be one (1), unless a different number of

licenses or units of capacity is specified in the Documentation or other

materials available to End User. "Designated Processor" means a single

stand-alone computing device. "Server" means a Designated Processor that

hosts a software application to be accessed by multiple users. "Software"

means the computer programs in object code, originally licensed by Avaya and

ultimately utilized by End User, whether as stand-alone Products or

pre-installed on Hardware. "Hardware" means the standard hardware

Products, originally sold by Avaya and ultimately utilized by End User.

License type(s)

Concurrent User License (CU). End User may install and use the Software on

multiple Designated Processors or one or more Servers, so long as only the

licensed number of Units are accessing and using the Software at any given

time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the

pricing of its licenses and can be, without limitation, an agent, port or user, an

e-mail or voice mail account in the name of a person or corporate function

(e.g., webmaster or helpdesk), or a directory entry in the administrative

database utilized by the Product that permits one user to interface with the

Software. Units may be linked to a specific, identified Server.

Except where expressly stated otherwise, the Product is protected by copyright

and other laws respecting proprietary rights. Unauthorized reproduction,

transfer, and or use can be a criminal, as well as a civil, offense under the

applicable law.

Third-party components

Certain software programs or portions thereof included in the Product may

contain software distributed under third party agreements ("Third Party

Components"), which may contain terms that expand or limit rights to use

certain portions of the Product ("Third Party Terms"). Information identifying

Third Party Components and the Third Party Terms that apply to them is

available on the Avaya Support Web site:

http://support.avaya.com/ThirdPartyLicense/

Preventing toll fraud

"Toll fraud" is the unauthorized use of your telecommunications system by an

unauthorized party (for example, a person who is not a corporate employee,

agent, subcontractor, or is not working on your company's behalf). Be aware

that there can be a risk of toll fraud associated with your system and that, if toll

fraud occurs, it can result in substantial additional charges for your

telecommunications services.

Avaya fraud intervention

If you suspect that you are being victimized by toll fraud and you need technical

assistance or support, call Technical Service Center Toll Fraud Intervention

Hotline at +1-800-643-2353 for the United States and Canada. For additional

support telephone numbers, see the Avaya Support Web site:

http://www.avaya.com/support

Trademarks

Avaya, the Avaya logo, DEFINITY, MultiVantage, and COMPAS are either

registered trademarks or trademarks of Avaya Inc. in the United States of

America and/or other jurisdictions.

All other trademarks are the property of their respective owners.

Downloading documents

For the most current versions of documentation, see the Avaya Support Web

site:

http://www.avaya.com/support

COMPAS

This document is also available from the COMPAS database. The COMPAS ID

for this document is 125772.

Avaya support

Avaya provides a telephone number for you to use to report problems or to ask

questions about your product. The support telephone number

is 1-800-242-2121 in the United States. For additional support telephone

numbers, see the Avaya Support Web site:

http://www.avaya.com/support

Avaya IP Agent Installation and User Guide for Citrix June 2007 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Purpose. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 1: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

What is Avaya IP Agent for Citrix? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Avaya IP Agent features for Citrix . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Telecommuter configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

What you need to know about the Telecommuter configuration . . . . . . . . . 14

Compatible telephone types for Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . 14

Supported telephone types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Recommended telephone types . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Network compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 2: Configuring the Avaya communication server . . . . . . . . . . . . . . . . . . 19

Required Avaya communication server circuit packs . . . . . . . . . . . . . . . . . . 19

C-LAN circuit pack. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

IP Media Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Validating Feature Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Steps for validating Feature Access Codes . . . . . . . . . . . . . . . . . . . . . . 21

Telecommuter configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Ensuring compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Steps for ensuring Telecommuter station settings . . . . . . . . . . . . . . . . 23

Configuring station settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Steps for configuring Telecommuter station settings. . . . . . . . . . . . . . . 25

Chapter 3: Installing Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Software download package contents . . . . . . . . . . . . . . . . . . . . . . . . . 29

Avaya communication server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Server hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Hard disk space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

RAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

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4Avaya IP Agent Installation and User Guide for Citrix June 2007

Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Peripherals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Installing Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Steps for installing Avaya IP Agent for Windows Terminal Services . . . . . . . . 32

Reinstalling Avaya IP Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Uninstalling Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Steps for uninstalling Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 4: Avaya IP Agent enhanced configuration options . . . . . . . . . . . . . . . . 37

Configuring the Emergency Call Handling Service . . . . . . . . . . . . . . . . . . . . 37

Administering the Avaya communication server for Emergency Call Handling . . 38

Administering Avaya IP Agent for Emergency Call Handling . . . . . . . . . . . . 38

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Configuring Alternate Gatekeeper on Avaya communication servers . . . . . . . . . 40

Alternate Gatekeeper configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Configuring server load balancing across gatekeepers . . . . . . . . . . . . . . . . . 40

Load Balancing configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Load Balancing documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Chapter 5: Starting and Stopping Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . 43

Starting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Steps for starting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Initializing IP Endpoint configurations . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Registering with the Avaya communication server . . . . . . . . . . . . . . . . . . . . 47

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Setting default registration information . . . . . . . . . . . . . . . . . . . . . . . . 48

Steps for registering with an Avaya communication server . . . . . . . . . . . . . 48

Logging in as an agent (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Steps for logging in (EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Logging in as an agent (non-EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Steps for logging in (non-EAS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Logging out of Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Exiting Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Contents

Avaya IP Agent Installation and User Guide for Citrix June 2007 5

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Using alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

AutoAnswer interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Mini interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Titlebar interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Selecting an alternate interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Accessing features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Returning to the main interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Removing alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Renaming alternate user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Chapter 6: Using VuStats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Configuring an extension for VuStats through the Avaya communication server . . . 57

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Viewing a single set of VuStats information in Avaya IP Agent . . . . . . . . . . . . . 58

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Adjusting intervals for monitoring VuStats . . . . . . . . . . . . . . . . . . . . . . . . 59

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Chapter 7: Avaya IP Agent basic operations . . . . . . . . . . . . . . . . . . . . . . . . . 61

Selecting an agent work mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Definitions of agent work modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Auto-In and Manual-In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

ACW (After-Call Work) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

AUX (Auxiliary Work) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Changing work modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Handling incoming calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Answering a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Telecommuter (Auto-Answer). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Configuration settings for Telecommuter (Auto-Answer). . . . . . . . . . . . . 64

Steps for answering Telecommuter (Auto-Answer) calls . . . . . . . . . . . . . 64

Holding a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Using Manual Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Using Auto Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Reconnecting to a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Releasing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Steps for releasing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

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6Avaya IP Agent Installation and User Guide for Citrix June 2007

Dropping a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Basic call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Steps for a Basic Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Unsupervised call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Steps for an Unsupervised Transfer . . . . . . . . . . . . . . . . . . . . . . . . 69

Enhanced call transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Steps for an Enhanced Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Conferencing calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Basic Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Steps for using Basic Conference . . . . . . . . . . . . . . . . . . . . . . . . . 71

Enhanced Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Steps for using Enhanced Conference. . . . . . . . . . . . . . . . . . . . . . . 73

Handling outgoing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Recent Calls list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Steps for using the Recent Calls list . . . . . . . . . . . . . . . . . . . . . . . . 77

Using the Phone Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Phone Directory window usage . . . . . . . . . . . . . . . . . . . . . . . . . . 80

More information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Administering and using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . 80

Steps for assigning a Speed Dial number . . . . . . . . . . . . . . . . . . . . . 81

Using a Speed Dial number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Abbreviated Dial button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Steps for using Abbreviated Dial . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Chapter 8: Using a Public Directory with Avaya IP Agent . . . . . . . . . . . . . . . . . . 85

Defining a Public Directory service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Steps for defining a Public Directory service . . . . . . . . . . . . . . . . . . . . . 85

Searching a Public Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Steps for searching a Public Directory. . . . . . . . . . . . . . . . . . . . . . . . . 87

Selecting the fields to display and the order . . . . . . . . . . . . . . . . . . . . . . . 90

Steps for displaying Public Directory fields . . . . . . . . . . . . . . . . . . . . . . 90

Identifying multiple telephone number fields . . . . . . . . . . . . . . . . . . . . . . . 91

Steps for identifying telephone number fields. . . . . . . . . . . . . . . . . . . . . 91

Deleting a Public Directory service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Steps for deleting a Public Directory service . . . . . . . . . . . . . . . . . . . . . 92

Contents

Avaya IP Agent Installation and User Guide for Citrix June 2007 7

Chapter 9: Screen pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Creating a Windows application screen pop . . . . . . . . . . . . . . . . . . . . . . . 96

Steps for creating an application screen pop . . . . . . . . . . . . . . . . . . . . . 96

Creating a DDE screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Steps for creating a DDE screen pop. . . . . . . . . . . . . . . . . . . . . . . . . . 101

Setting the active screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Steps for setting an active screen pop . . . . . . . . . . . . . . . . . . . . . . . . . 105

Modifying a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Steps for modifying a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Deleting a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Steps for deleting a screen pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Chapter 10: Dialog Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Main window and menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Menu bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

File menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Edit menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Call menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

View menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Agent menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Tools menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Audio menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Help menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Toolbar locations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Phone buttons toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Dial Number toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Agent toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Phone features toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Feature button toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Headset toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Information panels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Call Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Agent Information Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Phone Display Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

System Tray icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Placing calls through the System Tray icon . . . . . . . . . . . . . . . . . . . . 121

Call handling with the System Tray icon . . . . . . . . . . . . . . . . . . . . . . 122

Avaya IP Agent option dialogs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

General Settings panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Contents

8Avaya IP Agent Installation and User Guide for Citrix June 2007

ACD Agent panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Call Handling panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Call History panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Call Information Display panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

User Interface Options panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

External Number Format panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Event Logging panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Voice Message Number panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Feature Access panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Call Server tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Audio tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Emergency tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Advanced tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Audio Port Range Administration . . . . . . . . . . . . . . . . . . . . . . . . . 138

Volume and Ringer Settings dialog box . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Appendix A: Shortcut keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Shortcut key functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Call features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Avaya IP Agent features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Windows features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Appendix B: Language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Untranslated components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Supported languages for Avaya IP Agent . . . . . . . . . . . . . . . . . . . . . . . . . 145

Appendix C: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Diagnostic log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Making and receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Alternative solution possibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

IP Agent R7 Installation and User Guide June 2007 9

Preface

This section contains the following topics:

●Purpose on page 9

●Audience on page 9

●Reasons for reissue on page 9

●Related documents on page 10

Purpose

This document, Avaya IP Agent Installation and User Guide for Citrix, includes information that

you need to know in order to install and use Avaya IP Agent for Citrix Release 7 (IP Agent R7).

It also provides information on IP Agent for Citrix R7 features, basic operation, and

administrative tasks.

Audience

This guide is intended primarily for anyone who is installing or using IP Agent R7 and

performing station administration on an Avaya MultiVantage system or Avaya Media Server

using Avaya Communication Manager. It assumes that you are familiar with the following items:

●The personal computer on which Avaya IP Agent R7 will be installed and run

●Windows XP Professional

●Standard Windows conventions and terminology

●Contact center configurations and operations

Reasons for reissue

This is the first release of Avaya IP Agent Installation and User Guide for Citrix. This document

was previously released as an integral part of the Avaya IP Agent Installation and User Guide.

Preface

10 IP Agent R7 Installation and User Guide June 2007

Related documents

The following documents can help you configure your Avaya communication server for use with

Avaya IP Agent R7:

●Administrator’s Guide for Avaya MultiVantage Software

●Administrator Guide for Avaya Communication Manager

Avaya IP Agent Installation and User Guide for Citrix June 2007 11

Chapter 1: Introduction

This chapter provides introductory and basic information about Avaya IP Agent.

This chapter includes the following sections:

●What is Avaya IP Agent for Citrix? on page 11

●Telecommuter configuration on page 14

●Compatible telephone types for Avaya IP Agent on page 14

●Network compatibility on page 16

What is Avaya IP Agent for Citrix?

Avaya IP Agent is a software application with advanced telephony features for agents in a

contact center. Agents can use it to work in the following methods

●On-site at the contact center

●Off-site using analog connections over a Public Switched Telephone Network (PSTN)

●Through Windows Terminal Services.

The advanced telephony features are controlled by Avaya IP Agent through its direct

communication with an Avaya communication server.

Agents who are not located at the call center can connect to the Avaya communication server in

the contact center and receive calls as if they were present at their contact center workstation.

For example, if an agent cannot travel to the contact center because of transportation problems

or weather conditions, the agent can still take calls by using Avaya IP Agent to connect to the

Avaya communication server.

Avaya IP Agent features for Citrix

The following is a list of the features for Avaya IP Agent on Citrix:

●Windows Terminal Services compatibility - Those call centers that use Windows Terminal

Services can now use a special edition of Avaya IP Agent to facilitate usage of the

Telecommuter configuration in that environment.

Chapter 1: Introduction

12 Avaya IP Agent Installation and User Guide for Citrix June 2007

●User-to-user information (UUI) screen pop enhancement - Using external applications,

unique identifiers can be added to incoming calls. If your Avaya communication server has

the correct features and configuration, these identifiers can be passed to Avaya IP Agent

and used in screen pops for agents.

Available configuration and supported communication servers

●Support of Avaya DEFINITY R10, MultiVantage, and Communication Manager systems.

●Telecommuter configuration - Agents using an analog or Digital Communication Protocol

(DCP) telephone can use the advanced call features provided by the Avaya

communication server. For example, an agent working from home can use Avaya IP Agent

and their home telephone to transfer calls, place calls on hold, change agent work mode,

and do other call center activities.

Call and contact center features

●VuStats support - Avaya IP Agent can display multiple lines of VuStats information in the

VuStats dialog box. You can use VuStats information to assist in complete monitoring of

the contact center.

●Emergency Call Handling Service (E911) - With this feature, agents using IP Endpoints

can use numbers that connect to emergency services, such as 911 in the United States.

Only those emergency services in the Public Safety Answering Point area where the

Avaya communication server is located can be reached. Agents or extensions in remote

locations should not use this feature for emergencies.

●External Number Formatting - For international users, Avaya IP Agent allows you to define

how many digits are present in telephone numbers outside the contact center.

Contact management features

●Call history - Avaya IP Agent records a complete call history of incoming and outgoing

calls, even for those calls that were missed because where the caller does not leave a

voice message.

●Telephone directory - Avaya IP Agent provides a customizable telephone directory that

lists physical addresses, multiple telephone numbers, speed-dial numbers, e-mail

addresses, and notes for each contact.

●Search Public Directory - With this feature, agents have the ability to search through public

or company information using the Lightweight Directory Access Protocol (LDAP).

●Screen Pops - Screen Pops can be initiated when a call is received or placed. Avaya IP

Agent provides agents with the ability to display Web pages, start applications, or retrieve

and display caller information from a database. Screen pops are created using the Screen

Pops Wizard, which guides you through their creation. A screen pop can consist of any

process or application that can be initiated through one of the commands in the following

list:

Windows executable or registered file type activation

What is Avaya IP Agent for Citrix?

Avaya IP Agent Installation and User Guide for Citrix June 2007 13

Dynamic Data Exchange (DDE) "Execute" or "Poke" commands

Usability features

●Clipboard dialing - Avaya IP Agent can be used to dial any number copied to the clipboard

or, in most personal computer applications, used to dial a number that an agent highlights

by right-clicking on the Avaya IP Agent icon in the System Tray.

●Enhanced Phone features - The Phone Features window includes adding, renaming, and

deleting of folders.

●Enhanced System Tray icon - The Avaya IP Agent icon in the System Tray contains

release, drop, hold, transfer, conference, and agent work mode functions.

●Automatic login - An agent can automatically log in to the Avaya communication server

when Avaya IP Agent is started. Avaya IP Agent uses the login information from the

previous login.

●Speed dialer - Agents can assign telephone numbers to function keys (F2 through F8).

●Voice message icon - When voice messages are present for the extension currently in

use, an icon is displayed in the System Tray. When it has been configured, you can click

on this icon to connect to your voice mail system.

●Alternate user interfaces - These interfaces can be used in place of the standard interface.

These alternate interfaces use much less space on your desktop, and then can eliminate

the problem of the previous Avaya IP Agent interface being hidden behind other

applications or requiring too much space on the desktop.

Security and management features

●Feature deactivation - Administrators can deactivate Avaya IP Agent features that should

not be configured or used by agents. The features that can be deactivated include Screen

Pops, Screen Pop administration, Phone Directory, Public Search Directory, Call History,

Phone Features configuration, Personal Phone Features, and Program Options selection.

●Alternate Gatekeeper - When an agent registers an IP Endpoint with an Avaya

communication server, a C-LAN circuit pack IP address is sent by the server to the IP

Endpoint. If registration is successful, the Avaya communication server sends back the IP

addresses of all the C-LAN circuit packs in the network region. These addresses can be

used if call signaling on the original C-LAN circuit pack fails.

●Support for server load balancing across gatekeepers - Registration and usage of Avaya

communication servers can be distributed across multiple C-LAN circuit packs within a

network region. This increases performance and reliability for all IP Endpoints.

Chapter 1: Introduction

14 Avaya IP Agent Installation and User Guide for Citrix June 2007

Telecommuter configuration

Use the Telecommuter configuration in situations where a personal computer can make a

dial-up or network connection to an Avaya communication server for the signaling (data) path

and a voice path to a telephone sent through a Public Switched Telephone Network (PSTN)

connection. The telephone can be an analog telephone, a cellular telephone, or an extension on

a local or remote switch. This configuration provides toll-quality audio and full telephony

functionality through Avaya IP Agent. Agents make and receive calls through the Avaya IP

Agent interface, and the voice path is sent to the specified telephone.

What you need to know about the Telecommuter configuration

The following is a list of the Telecommuter configuration requirements and capabilities:

●Connection - One dial-up or network connection from the personal computer running

Avaya IP Agent to the Avaya communication server and a telephone capable of receiving

calls from the Avaya communication server

●Personal computer hardware - Modem or Network Interface Card (NIC) for connection to

the Avaya communication server

●Telephone set - Any telephone capable of receiving calls from the Avaya communication

server

●Voice Quality - High

●Avaya communication server connections - One user connection for signaling connection

and one of the following:

For off-site use, one trunk connection

For on-site use, an additional user connection

Compatible telephone types for Avaya IP Agent

This section contains the following topics:

●Supported telephone types on page 15

●Recommended telephone types on page 16

Compatible telephone types for Avaya IP Agent

Avaya IP Agent Installation and User Guide for Citrix June 2007 15

Supported telephone types

Note:

Note: When you change telephone types for a station, you must restart Avaya IP Agent

for the change to take effect.

The following table provides the telephone types that are available on the Avaya communication

server and officially supported for use with Avaya IP Agent:

Telephone model Communication

platform

Additional features

Callmaster (602A1) DCP ●80-character (2x40) display

Callmaster II (603D1) DCP ●80-character (2x40) display

Callmaster III (603E1) DCP ●80-character (2x40) display

Callmaster IV (603F1)‘ DCP ●80-character (2x40) display

Callmaster V (607A1) DCP ●48-character display

2402 DCP ●48-character display

●Supported with Avaya

Communication Manager 2.1

or later

2420 DCP ●203-character display

●Expansion module available

4606 IP ●32-character display

4610 IP ●168x80 pixel display

●Supported only on Avaya

Communication Manager 2.1

or later

4612 IP ●48-character display

4620 IP ●168x132 pixel display

●Expansion module available

4624 IP ●48-character display

4630 IP ●320x240 pixel display

6402D DCP ●32-character (2x16) display

6408D / 6408D+ DCP ●48-character display

Chapter 1: Introduction

16 Avaya IP Agent Installation and User Guide for Citrix June 2007

Recommended telephone types

While Avaya IP Agent supports all of the telephone types listed in the previous table for the

Telecommuter configurations, the following types provide the most buttons and features, and an

80-character display:

●606A1

●8434D

Because of the greater number of characters used for display, these telephone types are better

suited to handle VuStats or Prompted Digits information.

Network compatibility

Avaya IP Agent provides support for several H.323-compatible firewalls and Virtual Private

Networks (VPNs). For shim-based VPNs, you must use the Advanced tab in the Avaya iClarity

IP Audio dialog boxes used for login to set an IPSec IP address, that is assigned by the VPN

gateway and that is visible to the application on the personal computer. If you need assistance,

contact Avaya technical support.

6416D+ DCP ●48-character display

●Expansion module available

6424D+ DCP ●48-character display

●Expansion module available

8403B DCP ●48-character display

8405D / 8405D+ DCP ●48-character display

8410D DCP ●48-character display

8411D DCP ●48-character display

●For this telephone set, you

must disable the data port,

which is true for all softphones

8434D DCP ●80-character (2x40) display

●Expansion module available

Telephone model Communication

platform

Additional features

Network compatibility

Avaya IP Agent Installation and User Guide for Citrix June 2007 17

The VPN solution provided by Avaya iClarity IP Audio only supports VPNs that use one-to-one

IP address substitution. VPNs that use many-to-one IP address substitution cannot be used

with Avaya IP Agent.

Chapter 1: Introduction

18 Avaya IP Agent Installation and User Guide for Citrix June 2007

Avaya IP Agent Installation and User Guide for Citrix June 2007 19

Chapter 2: Configuring the Avaya

communication server

This section provides procedures and information on how to configure the following Avaya

communication servers for use with Avaya IP Agent:

●Avaya communication servers with Communication Manager software

●Avaya communication servers with MultiVantage Software

●DEFINITY Enterprise Communication Server (ECS) R10

●DEFINITY Business Communications Server (BCS) and Guestworks R10

Before agents can receive calls with Avaya IP Agent, the Avaya communication server must be

configured to support extension assignments, IP connectivity, telephone types, and other

settings.

!Important:

Important: You should be familiar with administering your Avaya communication server

before attempting any of the procedures in this section. If you are unfamiliar with

the fields or settings described in this section, consult your Avaya communication

server documentation for assistance.

This section includes the following topics:

●Required Avaya communication server circuit packs on page 19

●Validating Feature Access Codes on page 21

●Telecommuter configurations on page 22

Note:

Note: The screens shown in this section are from an Avaya communication server with

the Expert Agent Selection (EAS) feature. If you do not have the EAS or some

other features on your Avaya communication server, these interfaces may differ

slightly from the screens shown. Because of this, each step in the procedure

identifies when there is a distinction between an EAS and non-EAS system.

Required Avaya communication server circuit packs

This section provides information and documentation resources for the circuit packs required by

your Avaya communication server to support Avaya IP Agent.

Chapter 2: Configuring the Avaya communication server

20 Avaya IP Agent Installation and User Guide for Citrix June 2007

The following two circuit packs are used for remote agent connections over TCP/IP with Avaya

IP Agent:

●Control LAN Circuit Pack (C-LAN) (TN799B or later)

●IP Media Processor

This section contains the following topics:

●C-LAN circuit pack on page 20

●IP Media Processor on page 20

●Documentation on page 21

C-LAN circuit pack

C-LAN is a packet port circuit pack for Avaya communication servers that provides TCP/IP

connectivity to adjuncts for applications. It has one 10BaseT or 100BaseT Ethernet connection

and up to 16 DS0 physical interfaces for PPP connections. Two integrated modems provide

remote PPP connectivity over analog facilities. Multiple C-LAN circuit packs can be added to a

system to increase TCP/IP capacity.

This circuit pack provides data signaling over TCP/IP for Avaya IP Agent. It is used for

configurations where a data connection is made to the Avaya communication server. The voice

path does not use this circuit pack.

Note:

Note: Avaya recommends that the TN799C V4 or later C-LAN circuit pack is used for its

increased ability to handle maximum capacities. Previous versions could

encounter difficulties when the maximum number of active endpoints is reached.

IP Media Processor

The IP Media Processor provides the transmission of voice data over an IP network. This

enables support of applications that comply with H.323-v2 protocols. It also reduces per-port

costs and improves quality through its dynamic jitter buffers. Additionally, it performs echo

cancellation, silence suppression, Dual Tone Multi-Frequency (DTMF) detection, and

conferencing.

This circuit pack provides Voice-over-Internet Protocol (VoIP) that is used where a VoIP

connection is made to the Avaya communication server.

Validating Feature Access Codes

Avaya IP Agent Installation and User Guide for Citrix June 2007 21

Documentation

For installation procedures and configuration information for the C-LAN and IP Media Processor

circuit packs, see Administration for Network Connectivity for your Communication Manager,

MultiVantage, or DEFINITY system.

Validating Feature Access Codes

This section provides the procedure for administering the Feature Access Codes (FACs) on an

Avaya communication server. Feature Access Codes are used by Avaya IP Agent to give

agents the ability to perform the following actions:

●Change the current work mode

●Log in

●Log out

●Adjust the method with which an agent receives the next call (Auto-In, Manual-In)

●Request supervisor assistance

Before you begin

Feature Access Codes cannot be entered unless the fac capability is assigned in the dial plan.

To change settings on the Avaya communication server, you must have a user ID with the

proper administrative permissions.

!Important:

Important: Screens presented in this section might differ in appearance from those of your

Avaya communication server. All options on the specified forms mentioned in this

procedure are available, but might not be on the page noted.

Steps for validating Feature Access Codes

To validate Feature Access Codes:

1. Log in to the Station Administration Terminal (SAT) on the Avaya communication server.

Chapter 2: Configuring the Avaya communication server

22 Avaya IP Agent Installation and User Guide for Citrix June 2007

2. Enter display dialplan to access the dial plan form and then ensure that the fac

option is assigned in the dial plan.

If the fac option is not assigned in the dial plan, your dial plan does not currently support

Feature Access Codes. For more information on configuring your dial plan for Feature

Access Codes, see the documentation for your Avaya communication server.

3. Enter display feature-access-codes to view the feature-access-codes form.

4. Navigate to the call center portion of the feature-access-codes form.

Non-EAS Avaya communication servers will display only a subset of the access code

fields shown in the following figure.

Note:

Note: The Feature Access Codes shown in the graphic are only an example and do not

need to be configured as such on your Avaya communication server. You are free

to determine your own Feature Access Codes.

5. Administer the Feature Access Codes for Login and Logout as well as any other FACs

that you want available for your agents.

If Feature Access Codes are not assigned, see the documentation for your Avaya

communication server to find instructions on adding Feature Access Codes.

Telecommuter configurations

If you will be using any telephone as your extension, this section provides the procedures and

information for proper administration of your Avaya communication server.

This section contains the following topics:

●Ensuring compatibility on page 23

●Configuring station settings on page 24

Telecommuter configurations

Avaya IP Agent Installation and User Guide for Citrix June 2007 23

Ensuring compatibility

In this procedure, you set features on your Avaya communication server so that Avaya IP Agent

can be used in your call center.

Before you begin

The settings for IP connections can be enabled only if your Avaya communication server

supports use of Internet Protocol (IP) for calls.

!Important:

Important: If any settings of your Avaya communication server do not conform with the steps

in this procedure, you must contact Avaya to purchase the appropriate options or

configuration for your Avaya communication server before you can use Avaya IP

Agent.

If you need to configure a specific range of ports to use with IP communications because of

firewalls or for some other reason, you must assign the range through both the Avaya

communication server and Avaya iClarity IP Audio. See Advanced tab on page 138 for

information on configuring port ranges on both systems.

Steps for ensuring Telecommuter station settings

To ensure that your Avaya communication server supports the Telecommuter configuration:

1. Log in to the Station Administration Terminal (SAT) on the Avaya communication server.

2. Enter display system-parameters customer-options.

The SAT displays Page 1 of the system-parameters customer-options form.

Chapter 2: Configuring the Avaya communication server

24 Avaya IP Agent Installation and User Guide for Citrix June 2007

3. Ensure that the Maximum Concurrently Registered IP Stations field is set to a number

greater than zero. This number represents the total number of IP stations that can be

connected to the Avaya communication server at one time. IP stations can consist of

Avaya IP Agent, Avaya IP Softphone, and IP telephone sets.

4. Navigate to Page 3 of the customer-options form.

5. Ensure that the IP Stations field is set to y.

6. Navigate to Page 9 of the customer-options form.

7. Ensure that the Limit field for the IP_Agent Product ID is set to the number of licenses

you purchased for Avaya IP Agent.

Configuring station settings

This section provides the procedure for configuring station settings to support the Telecommuter

configuration.

Telecommuter configurations

Avaya IP Agent Installation and User Guide for Citrix June 2007 25

Before you begin

Before configuring station settings on the Avaya communication server, you should have

completed the procedures in Ensuring compatibility on page 23 to verify that your Avaya

communication server supports Avaya IP Agent and Feature Access Codes.

To change settings on the Avaya communication server, you must have a user ID with the

proper administrative permissions.

If the station has not yet been created, you must create it using the add station command on

the Avaya communication server.

Steps for configuring Telecommuter station settings

To change station settings to support the Telecommuter configuration:

1. Log in to the Station Administration Terminal (SAT) on the Avaya communication server.

2. Enter change station XXXXX where XXXXX is the number of the station to be used

with Avaya IP Agent.

The Avaya communication server displays the change station form for the specified

station.

3. In the Type field, enter the type of telephone that Avaya IP Agent will emulate.

Avaya recommends using one of the following telephone types because of the number of

features available and the ability to display 80 characters for contact center or call

information:

●8434D

●606A1

Chapter 2: Configuring the Avaya communication server

26 Avaya IP Agent Installation and User Guide for Citrix June 2007

Note:

Note: In Telecommuter mode, Avaya IP Agent can take over the administration and

functionality of a physical Digital Communication Protocol (DCP) telephone. The

physical telephone must be one of those listed in Compatible telephone types for

Avaya IP Agent on page 14. For DCP, the physical telephone is unusable while

Avaya IP Agent is registered with its extension. The telephone will become usable

again when the Avaya IP Agent session is disconnected from the Avaya

communication server.

If you selected the 8434D type, and more feature buttons are needed for the station, enter

y in the Expansion Module field.

4. Enter one of the following options in the Port field:

●X - This option specifies that station administration is done without hardware.

●port - This option is used when a remote agent takes direct control of a real extension

that has a DCP connection to the Avaya communication server. Enter the port number

of the actual telephone assigned to this extension. When a remote agent logs in to this

extension using Avaya IP Agent, the actual telephone that is locally connected to the

Avaya communication server port is disabled and cannot be used.

5. Enter a number in the Security Code field that will be used as a password during the

extension login to the Avaya communication server.

If a security code is not entered, this station cannot log in to the Avaya communication

server.

6. Set the IP Softphone field to y.

7. Navigate to Page 2 of the change station form.

8. Set the Multimedia Mode field to enhanced.

9. Set the Service Link Mode field to one of the following options:

●as-needed - Use this setting if the station has low call traffic or a toll is charged for

calls.

Telecommuter configurations

Avaya IP Agent Installation and User Guide for Citrix June 2007 27

●permanent - Use this setting if the station has high call traffic or if it is set as an

auto-answer station.

10. Ensure that the IP Emergency Calls field is set to the appropriate setting for your contact

center.

11. If the Auto Answer field is set to All or ACD on the station or agent form, you must enable

the Enable support for auto-answer feature in the Avaya IP Agent Program Options

and then reboot. You can find this option under Tools > Program Options in the Avaya IP

Agent main window.

12. Navigate to Page 3 of the change station form.

13. On pages 3, 4, and 5 of the station administration forms, assign functions to each button

that you want to appear in your Avaya IP Agent Phone Features window.

You must assign the necessary agent work mode buttons that are used in your contact

center:

●auto-in - This function makes agents available for new calls immediately after they

finish with the current call.

●manual-in - This function makes the agent available to take a call and then places the

agent in the After Call Work (ACW) mode when the call has been completed.

●after-call - This function places agents in the After Call Work (ACW) mode.

●aux-work - This function places agents in the Auxiliary Work (AUX) mode. Multiple

Auxiliary Work buttons with different reason codes can be assigned to this extension.

Note:

Note: You can configure your Avaya communication server to prompt for reason codes

when an agent enters the aux-work state.

●release - Assignment of this feature is mandatory. This feature terminates the current

call and line appearance.

●callr-info - This function is required only with the Call Prompting feature so that agents

are allowed to display information collected from the originator of the call. The Call

Chapter 2: Configuring the Avaya communication server

28 Avaya IP Agent Installation and User Guide for Citrix June 2007

Prompting feature obtains information from a caller through a collect-digits vector

step on the Avaya communication server.

!Important:

Important: The 4600, 6400, and 607A1 telephone types do not have a physical Drop button;

therefore, you must assign a drop function for each station to ensure proper

operation of the Avaya IP Agent Drop feature.

When this station is connected to the Avaya communication server, the assigned button

functions are displayed in the Avaya IP Agent Phone Features window.

You can find information on all available button functions in the documentation for your

Avaya communication server.

Avaya IP Agent Installation and User Guide for Citrix June 2007 29

Chapter 3: Installing Avaya IP Agent

This section contains procedures and important information for installing and uninstalling Avaya

IP Agent in a Microsoft Windows Terminal Services environment.

Call centers that use Windows Terminal Services, Citrix MetaFrame XP, or Citrix Presentation

Server can implement Avaya IP Agent to provide agents with enhanced call features and a

computer telephone interface to their extension. Avaya IP Agent can be used only in the

Telecommuter mode in this environment.

This section includes the following topics:

●Prerequisites on page 29

●Installing Avaya IP Agent on page 32

●Reinstalling Avaya IP Agent on page 34

●Uninstalling Avaya IP Agent on page 34

Prerequisites

This section provides information on the necessary hardware and software for successful

installation and use of Avaya IP Agent.

This section contains the minimum or recommended requirements for the following:

●Software download package contents on page 29

●Avaya communication server on page 30

●Server hardware on page 30

●Server software on page 31

Software download package contents

The Avaya IP Agent software download package available from the Avaya Support Web site

contains the following:

●Avaya IP Agent installation program

●Avaya IP Agent program files

Chapter 3: Installing Avaya IP Agent

30 Avaya IP Agent Installation and User Guide for Citrix June 2007

●Documentation in PDF format - Adobe Acrobat® Reader 5.0 or later is required to

view.PDF documents.

●A readme.txt file containing last minute information

Avaya communication server

The following Avaya communication servers can be used:

●Avaya communication servers with Avaya Communication Manager software

●Avaya communication servers with Avaya MultiVantage software

●DEFINITY Enterprise Communication Server (ECS) R10

●DEFINITY IP 600 R10

●DEFINITY ONE R10

●DEFINITY Business Communications System (BCS) R10

●DEFINITY Guestworks R10

For the Windows Terminal Services implementation of Avaya IP Agent, the Avaya

communication server must have one or more of the following component:

●A Control LAN Circuit Pack (C-LAN) circuit pack (TN799B or later)

Server hardware

The following topics present minimum server hardware requirements for Avaya IP Agent:

Processor

The minimum requirements for Windows Terminal Services are sufficient for Avaya IP

Agent to run properly.

Hard disk space

Avaya IP Agent requires a minimum of 30 MB per user installation. Avaya IP Agent can require

more hard disk space, depending on the amount of data stored for the phone

directory, call

history, and screen pops.

Prerequisites

Avaya IP Agent Installation and User Guide for Citrix June 2007 31

RAM

The following table provides the minimum memory requirements for the Windows Terminal

Services edition of Avaya IP Agent:

Networking

The desktop workstation must have one network (non-dialup) connection and one telephone

connection (DCP or analog).

Peripherals

The following peripheral is required for installation and use of Avaya IP Agent:

●Mouse or compatible pointing device

Note:

Note: If you are using the minimum hardware requirements for Windows Terminal

Services, you may experience a degradation in performance when several users

are simultaneously registered with the server.

Server software

Avaya IP Agent requires the following software:

●One of the following Microsoft Windows operating systems with Windows Terminal

Services:

Windows 2000 Server

Windows 2000 Advanced Server

Windows 2003 Server - Standard Edition

Windows 2003 Server - Enterprise Edition

●Microsoft Internet Explorer 5.5 or later

Note:

Note: Avaya IP Agent for Windows Terminal Services is compatible with Citrix

MetaFrame XP Release 3.2 or later and Citrix Presentation Server 4.0 or later.

Server operating system Memory

Windows 2000 Server

Windows 2000 Advanced Server

Windows 2003 Server - Standard Edition

Windows 2003 Server - Enterprise Edition

128 MB

Chapter 3: Installing Avaya IP Agent

32 Avaya IP Agent Installation and User Guide for Citrix June 2007

Installing Avaya IP Agent

This section provides information and procedures for installing Avaya IP Agent for Windows

Terminal Services.

Before you begin

Read and understand the following items before attempting to install Avaya IP Agent for

Windows Terminal Services:

●After you install Avaya IP Agent to each server, you must initialize the configuration for

each user.

●Read the readme.txt file in the Avaya IP Agent software download package for any

last-minute information.

●If you are upgrading Avaya IP Agent, ensure that you have obtained new licenses for this

version on your DEFINITY, MultiVantage, or Communication Manager system. If you have

not done so or are unsure if you have done so, contact your Avaya representative for

assistance.

●If you install applications for your users from the server, you should perform these

installations during off-hours because the Avaya IP Agent installation might require a

restart of the system.

Steps for installing Avaya IP Agent for Windows Terminal Services

To install Avaya IP Agent:

1. Use the Add/Remove program from the Control Panel to install Avaya IP Agent.

2. Run the Launcher.exe file in the Avaya IP Agent software download package.

The installation program displays the setup selection window.

3. Next to IP Agent Terminal Services Setup, select the Install button.

The installation program displays the Welcome window.

4. Select the Next button.

The installation program displays the Software License Agreement window.

5. Read the entire Software License Agreement carefully and select the Yes button if you

understand and agree to the terms. Selecting No will cause the installation program to exit.

6. Select the Next button.

The installation program displays the Choose Destination Location window.

Installing Avaya IP Agent

Avaya IP Agent Installation and User Guide for Citrix June 2007 33

7. If you want to install Avaya IP Agent in a folder other than the default, click the Browse

button in the Destination Folder dialog box and select a new location.

8. When you are satisfied with the folder in which Avaya IP Agent will be installed, select the

Next button.

The installation program displays the Setup Type window.

9. In the Setup Type window, select one of the following options and then select the Next

button:

●Typical - This option installs the basic options in English as well as in the language of

your Microsoft Windows operating system. Proceed to Step 13.

●Custom - This option installs the basic options in English as well as in any language

you choose. Selecting this option and then the Next button will display the Select

Language Components window where you specify the software language

components to install. Proceed to the next step.

10. Indicate the language components to install by selecting the check box next to the option.

When selecting the language components to install, ensure that the Space Required does

not exceed the Space Available that is indicated at the bottom of the window.

11. Select the Next button.

The installation program displays the Select Program Folder window.

12. Use the Select Program Folder window to specify the folder name that will appear in the

Start menu through one of the following methods:

●You can accept the default Avaya IP Agent folder name that appears in the Program

Folders field.

●You can enter a different folder name in the Program Folders field.

●You can select an existing folder in the Existing Folders field in which to install the

Avaya IP Agent Start menu shortcuts.

13. Select the Next button.

The installation program displays the Shortcut and Startup Features window.

14. Select the associated check boxes for the shortcuts you want to be created.

Note:

Note: If you select a shortcut location but do not select any language, the install

program displays a warning indicating that you need to select at least one or

more languages.

15. If you selected one of the check boxes on the upper portion of this dialog box, you must

highlight the languages in the Select the languages you would like to have added field

for shortcuts to be created in those languages.

Note:

Note: The option Automatically start the following version of Avaya IP Agent when

Windows is started is not available for Windows Terminal Services.

Chapter 3: Installing Avaya IP Agent

34 Avaya IP Agent Installation and User Guide for Citrix June 2007

16. Select the Next button.

The installation program displays the Start Copying Files window.

This window displays the options that you selected. If you need to make any changes to

the selections you made, select the Back button until you reach the necessary window.

The install program begins copying files. When this process is complete, the View the

Release Information File window is displayed.

17. Select the check box provided in the View the Release Information File window to view

the latest information for Avaya IP Agent that could not be included in this document.

18. Select the Next button.

If you selected to view the Release Information, the installation program displays the

readme.txt file. Otherwise, proceed to Step 20.

19. When you have read the readme.txt file, close the application displaying it.

The installation program displays the final installation window.

20. Select the Finish button.

The installation program closes.

Reinstalling Avaya IP Agent

If you reinstall Avaya IP Agent for Windows Terminal Services, the process is exactly as

described in Installing Avaya IP Agent on page 32. Personalized configurations and data are

preserved.

Uninstalling Avaya IP Agent

This section explains how to uninstall Avaya IP Agent. The uninstall program removes all files

and directories that were created during the installation of Avaya IP Agent.

Introduction

You can uninstall Avaya IP Agent using the Windows Add/Remove Programs feature.

Read-only folders that are shared with other applications are not removed. If you have added

any files or directories to the Avaya IP Agent installation directory, those files will not be

removed.

Uninstalling Avaya IP Agent

Avaya IP Agent Installation and User Guide for Citrix June 2007 35

The uninstall program removes:

●All installed Avaya IP Agent files, including all language versions

●Folders created by the Avaya IP Agent installation

●Log files created by Avaya IP Agent

Steps for uninstalling Avaya IP Agent

To uninstall the Avaya IP Agent application from Windows 2000 or Windows XP:

1. Close Avaya IP Agent if it is currently running.

2. In the Windows Control Panel, select Add/Remove Programs.

Windows displays the Add/Remove Programs dialog box.

3. In the Currently installed programs list box, highlight Avaya IP Agent.

4. Select the Change/Remove button.

InstallShield displays a message box asking you to confirm that Avaya IP Agent should be

removed.

5. Select the Yes button to start the uninstall process.

InstallShield displays a message box asking if you want to preserve user data.

6. Select one of the following buttons regarding preservation of user data:

●Yes - Selecting this option saves all user data and settings so that a reinstallation of

Avaya IP Agent retains the same configuration.

●No - Selecting this option removes all Avaya IP Agent user data from the personal

computer.

When the uninstall process is complete, a window containing a successful message is

displayed.

7. Select the Finish button to complete the uninstall process.

8. Close the Add/Remove Programs dialog box.

Chapter 3: Installing Avaya IP Agent

36 Avaya IP Agent Installation and User Guide for Citrix June 2007

Avaya IP Agent Installation and User Guide for Citrix June 2007 37

Chapter 4: Avaya IP Agent enhanced

configuration options

This section provides information and procedures for configuring advanced features in a contact

center that uses Avaya IP Agent.

This section contains the following topics:

●Configuring the Emergency Call Handling Service on page 37

●Configuring Alternate Gatekeeper on Avaya communication servers on page 40

●Configuring server load balancing across gatekeepers on page 40

Configuring the Emergency Call Handling Service

The Emergency Call Handling Service (E911) allows IP Endpoints to use numbers that connect

to emergency services, such as 911 in the United States. When used, this feature reaches only

the emergency service in the Public Safety Answering Point area where the Avaya

communication server is located.

!WARNING:

WARNING: Because IP Endpoints do not dial to and connect with local emergency services

when dialing from remote locations, agents or extensions in remote locations

should not use this feature for emergencies.

Avaya Inc. is not responsible or liable for any damages resulting from misplaced

emergency calls made from an Avaya endpoint. Your use of this product indicates that

you have read this advisory and agree to use an alternative telephone to dial all

emergency calls from remote locations.

This section contains the following topics:

●Administering the Avaya communication server for Emergency Call Handling on page 38

●Administering Avaya IP Agent for Emergency Call Handling on page 38

Chapter 4: Avaya IP Agent enhanced configuration options

38 Avaya IP Agent Installation and User Guide for Citrix June 2007

Administering the Avaya communication server for Emergency

Call Handling

See the documentation for your Avaya communication server for information on configuring the

Emergency Call Handling feature.

Administering Avaya IP Agent for Emergency Call Handling

This section provides the procedure for configuring Avaya IP Agent to use the Emergency Call

Handling Service.

Before you begin

The Avaya communication server to which you are connecting must have each extension

properly configured for the Emergency Call Handling Service before this feature can be used

through Avaya IP Agent.

Steps

To configure the Emergency Call Handling Service in Avaya IP Agent:

1. Start Avaya IP Agent.

Windows displays Avaya IP Agent and the Login window.

2. In the Login window, select the Settings button.

Avaya IP Agent displays the Settings dialog box.

Configuring the Emergency Call Handling Service

Avaya IP Agent Installation and User Guide for Citrix June 2007 39

3. Select the Emergency tab.

4. Place a check mark in the Enable emergency call handling feature check box.

5. Select the location that will be sent through the Avaya communication server for calls

placed to emergency services:

●Your extension number XXXXXXX - Select this option button if you want your

extension number to be sent to emergency personnel. This selection is best used for

those stations within the contact center.

●Telephone number - Select this option button if you want a telephone number other

than your extension sent to emergency services. Specify the telephone number to

send in the provided field. For example, enter a number corresponding to a Digital

Communications Protocol (DCP) telephone in your vicinity that has a fixed, known

location so that emergency personnel know where to respond. If you are unsure of a

number to enter, see your system administrator.

6. Select the OK button.

7. In the Login dialog box, select the Login button.

Any calls to emergency services will show the selected telephone number.

Chapter 4: Avaya IP Agent enhanced configuration options

40 Avaya IP Agent Installation and User Guide for Citrix June 2007

Configuring Alternate Gatekeeper on Avaya

communication servers

Use the Alternate Gatekeeper feature when an IP Endpoint registers with an Avaya

communication server. When Avaya IP Agent registers with an Avaya communication server, a

C-LAN circuit pack IP address is sent to the IP Endpoint. If registration is successful, the Avaya

communication server sends back the IP addresses of all C-LAN circuit packs defined in the

same network region. Avaya IP Agent can use these addresses as alternatives if call signaling

on the original C-LAN circuit pack fails.

Tip:

Tip: You can better control the usage and workload of C-LAN circuit packs by creating

network regions.

Alternate Gatekeeper configuration

For information on defining Alternate Gatekeeper addresses, refer to your Avaya

communication server documentation.

Configuring server load balancing across gatekeepers

Load balancing for an Avaya communication server refers to the ability of distributing IP

Endpoint traffic across all C-LAN circuit packs that are defined within the same network region.

Load Balancing configuration

Load balancing is achieved by defining all of the IP addresses of the C-LAN circuit packs to be

part of a network region on an Avaya communication server. After this has been completed, IP

Endpoints registering with the Avaya communication server will be automatically assigned to

the different C-LAN circuit packs in sequential order. This helps distribute IP Endpoints evenly

amongst the C-LAN circuit packs.

Configuring server load balancing across gatekeepers

Avaya IP Agent Installation and User Guide for Citrix June 2007 41

!Important:

Important: It is important that you use the network region feature to control which C-LAN

circuit packs are available when one pack loses connectivity. Without proper

region assignments for your C-LAN circuit packs, Avaya IP Agent could attempt

to connect to a C-LAN circuit pack that has not been properly configured or is not

intended for use with Avaya IP Agent.

For more information on defining C-LAN circuit packs within a network region, refer to the

documentation for your Avaya communication server.

Load Balancing documentation

For installation procedures and configuration information for the C-LAN and IP Media Processor

circuit packs, see Administration for Network Connectivity for your Communication Manager,

MultiVantage, or DEFINITY system.

Chapter 4: Avaya IP Agent enhanced configuration options

42 Avaya IP Agent Installation and User Guide for Citrix June 2007

Avaya IP Agent Installation and User Guide for Citrix June 2007 43

Chapter 5: Starting and Stopping Avaya IP

Agent

This chapter explains how to begin using Avaya IP Agent. It contains the following sections:

●Starting Avaya IP Agent on page 43

●Initializing IP Endpoint configurations on page 44

●Registering with the Avaya communication server on page 47

●Logging in as an agent (EAS) on page 49

●Logging in as an agent (non-EAS) on page 50

●Logging out of Avaya IP Agent on page 51

●Exiting Avaya IP Agent on page 52

●Using alternate user interfaces on page 52

Starting Avaya IP Agent

This section provides the procedure for starting the Avaya IP Agent application.

Steps for starting Avaya IP Agent

To start Avaya IP Agent:

1. Select the Start button from the Windows task bar.

2. Select Programs > Avaya.

3. Select Avaya IP Agent - <language>.

The Avaya IP Agent window is displayed. Although Avaya IP Agent is now running, your

extension is not yet registered with the Avaya communication server.

4. For IP Endpoint configurations, go to Initializing IP Endpoint configurations on page 44.

Chapter 5: Starting and Stopping Avaya IP Agent

44 Avaya IP Agent Installation and User Guide for Citrix June 2007

Initializing IP Endpoint configurations

If you have performed a new installation of Avaya IP Agent for an IP Endpoint configuration, the

Configuration Wizard is displayed when you first start Avaya IP Agent. The Configuration

Wizard prompts you to enter the necessary configuration information for registering with an

Avaya communication server.

Steps

To configure your installation of Avaya IP Agent to register with an Avaya communication

server:

1. Start Avaya IP Agent.

Avaya IP Agent starts the Configuration Wizard automatically.

2. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

3. Select the Log into Avaya call server option.

4. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

5. Enter the necessary information in the following fields:

●Extension - The extension number of the station that will be used with Avaya IP

Agent.

●Password - The numeric password associated with the specified extension.

Initializing IP Endpoint configurations

Avaya IP Agent Installation and User Guide for Citrix June 2007 45

●Remember password for next login session - Place a check mark in this check box

if you do not want to enter your password each time you register with the Avaya

communication server. If you are concerned with the possibility of unauthorized

persons assuming this identity, leave this check box blank.

6. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

7. In the Primary Server Address field, enter the domain name or IP address of the Avaya

communication server C-LAN circuit pack that will be used for connections.

8. In the Alternative Server Addresses field, you have the option of defining other C-LAN

circuit pack addresses that will be used should the primary address fail. This field is

optional.

Tip:

Tip: The alternative server addresses should reside in the same network region as the

primary server address. For more information on defining network regions, see

the documentation for your Avaya communication server.

9. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

10. Select the pre-defined Dialing Location from the drop-down list. This selection will control

certain telephony properties such as area code, outside line access, and so forth.

11. Select the Next button.

Avaya IP Agent displays a warning message regarding the Emergency Call Handling

feature.

Chapter 5: Starting and Stopping Avaya IP Agent

46 Avaya IP Agent Installation and User Guide for Citrix June 2007

12. Read the text of this warning completely and select the I Agree button if you understand

and agree to the conditions stated in this message.

If you select the I Disagree button, the Configuration Wizard will exit or, for Windows

Terminal Services, return to a previous Configuration Wizard window.

After you select I Agree, Avaya IP Agent displays the next window of the Configuration

Wizard.

13. If you want to enable this feature, place a check mark in the Enable Emergency Call

Handling feature check box.

14. If you enabled the Emergency Call Handling feature, select the location that will be sent

through the Avaya communication server for calls placed to emergency services:

!WARNING:

WARNING: Because IP Endpoints do not dial to and connect with local emergency services

when dialing from remote locations, agents or extensions in remote locations

should not use this feature for emergencies.

Avaya Inc. is not responsible or liable for any damages resulting from misplaced

emergency calls made from an Avaya endpoint. Your use of this product indicates that

you have read this advisory and agree to use an alternative telephone to dial all

emergency calls from remote locations.

●Your extension number XXXXXXX - Select this option button if you want your

extension number to be sent to emergency personnel. This selection is best used for

those stations within the contact center. Enter the number of digits that your contact

center uses for extensions. For DEFINITY R10 systems, extension numbers can

range from one to five digits. For MultiVantage and Communication Manager systems,

extension numbers can range from one to seven digits.

Registering with the Avaya communication server

Avaya IP Agent Installation and User Guide for Citrix June 2007 47

●Telephone number - Select this option button if you want a telephone number other

than your extension sent to emergency services. Specify the telephone number to

send in the provided field.

This selection must be compatible with the station definition on the Avaya communication

server in the IP Emergency Calls field. Failure to use the same setting as the Avaya

communication server will result in login failure for this extension.

15. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

16. Specify the telephone or extension number that will be used to make and receive calls with

Avaya IP Agent.

17. Select the Next button.

Avaya IP Agent displays the next window of the Configuration Wizard.

18. If you do not need to go back and readjust your audio settings, select the Finish button to

complete the Configuration Wizard.

Registering with the Avaya communication server

Before you can use Avaya IP Agent, you must register Avaya IP Agent with the Avaya

communication server and register your extension through the Login window. Once you are

registered with the Avaya communication server, you can make yourself available for ACD calls

by performing an agent login.

This section provides the procedure for registering with an Avaya communication server. This

must be done so that you can use Avaya IP Agent for placing and answering calls in an IP

Endpoint configuration.

Before you begin

If you attempt to log in to an Avaya communication server that is not a DEFINITY, MultiVantage,

or Communication Manager system, Avaya IP Agent displays an Invalid Station Type error

message. You must use a DEFINITY, MultiVantage, or Communication Manager system with

Avaya IP Agent.

Chapter 5: Starting and Stopping Avaya IP Agent

48 Avaya IP Agent Installation and User Guide for Citrix June 2007

Setting default registration information

The Settings button on the Login window can be used to configure more advanced features

that are used with Avaya IP Agent and the Avaya communication server. For more information

on these settings, see Login Settings dialog box on page 133.

Steps for registering with an Avaya communication server

To register with the Avaya communication server:

1. When you start Avaya IP Agent, the Login window is displayed. If this window is not

displayed, select File > Station Login from the Avaya IP Agent main window.

Avaya IP Agent displays the Login window for your IP Endpoint configuration.

2. In the Extension field, enter your extension, which has been administered for Avaya IP

Agent on the Avaya communication server.

3. In the Password field, enter the numeric password for the specified extension.

4. In the Call Server Address field, enter the IP Address or name of the Avaya

communication server.

5. Ensure that the correct information is specified in the appropriate field:

●Telephone At - This is the telephone or extension number that will receive incoming

calls. This number cannot be the same as the number entered in the Extension field.

The Avaya communication server administrator will have created a new extension to

support voice communication.

●Dialing Location - Select the entry that contains the appropriate telephony properties

for your current location.

6. If you do not want to enter your password each time you register with the Avaya

communication server, place a check mark in the Remember password for next login

session check box. If you are concerned with the possibility of unauthorized persons

registering as this extension, leave this check box blank.

7. If you want to automatically register with the Avaya communication server when Avaya IP

Agent is started at a later time, enable the Automatically log in if possible when

application restarts check box. You must have successfully registered with the Avaya

communication server at least once in the past to use this option.

8. Select the Login button. When you successfully register with the Avaya communication

server, the controls in the Avaya IP Agent main window are enabled.

9. Avaya IP Agent displays the Verify Telephone Number dialog box upon successful

registration with the Avaya communication server. When you first start using Avaya IP

Agent, it is important that you make some test calls to verify that you have set up your

connection properly.

Logging in as an agent (EAS)

Avaya IP Agent Installation and User Guide for Citrix June 2007 49

Logging in as an agent (EAS)

After registering with the Avaya communication server, you can, as an extension, receive calls

through Avaya IP Agent. However, to receive calls from a skill, you need to log in as an agent of

that skill. This section provides the procedure for logging in to Avaya IP Agent as an agent. This

procedure is for logging in to Avaya communication servers that use the Expert Agent Selection

(EAS) feature.

Steps for logging in (EAS)

To log in to Avaya IP Agent as a member of an ACD skill:

1. In the Avaya IP Agent window, select the Login button.

Avaya IP Agent displays the Agent Login dialog box.

2. In the Agent Login dialog box, enter your agent number and password in the appropriate

fields.

3. Select the Login button.

The extension specified in the Login window will ring.

Note:

Note: If you do not answer your telephone immediately or if you entered the wrong

number for the voice connection, Avaya IP Agent displays an error message.

Acknowledge the error message by selecting the OK button and then repeat the

4. Answer the telephone.

You will hear a confirmation tone, the buttons on the agent toolbar are enabled, and you

will be automatically put in the AUX-work mode.

5. To leave the AUX-work mode, select either the Auto-In or Manual-In button.

For more information about Auto-In and Manual-In work modes, see Selecting an agent

work mode on page 61.

You are now ready to begin receiving and making calls.

Chapter 5: Starting and Stopping Avaya IP Agent

50 Avaya IP Agent Installation and User Guide for Citrix June 2007

Logging in as an agent (non-EAS)

After registering with the Avaya communication server, you can, as an extension, receive calls

through Avaya IP Agent. However, to receive calls from a split, you need to log in as an agent of

that split. This section provides the procedure for logging in to splits through Avaya IP Agent.

This procedure is for logging in to Avaya communication servers that do not have the Expert

Agent Selection (EAS) feature.

Before you begin

In order for an agent to be able to log in to a split, Avaya IP Agent must be configured to support

a non-EAS Avaya communication server. To change the Avaya IP Agent configuration:

1. Select Tools > Program Options.

2. From the Program Options window, select the ACD Agent item from the list box.

3. Remove the check mark from the Configure program for EAS agent support check box.

4. Ensure that a check mark is present in the Prompt for agent ID and password during

agent login check box.

Note:

Note: If this feature is not enabled, you must enter your agent ID and password through

the telephone key pad.

5. Select the OK button.

6. Close Avaya IP Agent by selecting File > Exit from the main window.

7. Restart Avaya IP Agent.

Steps for logging in (non-EAS)

To log in to Avaya IP Agent as a member of an ACD split:

1. In the Avaya IP Agent window, locate the Agent toolbar. This toolbar lists the splits

assigned to this station.

If this toolbar is not visible, select View > Toolbars > Agent.

2. On the Agent toolbar, select the split you want to log into.

Avaya IP Agent displays a menu with a Login option.

Logging out of Avaya IP Agent

Avaya IP Agent Installation and User Guide for Citrix June 2007 51

3. Select the Login option.

Avaya IP Agent displays the Agent Login dialog box.

4. If your extension requires a password, enter the password for this split.

If you are logging in to a split that consists of only one or two digits, you may be required to

place one or more zeros in front of the split number. This is dependent on the configuration

of your Avaya communication server. See the documentation for your Avaya

communication server.

5. Select the Login button.

6. Select the split from the Agent toolbar again.

7. Select the appropriate work mode from the resulting menu.

8. For each split you want to log in to, repeat this procedure.

An agent can log in to a total of four splits.

Logging out of Avaya IP Agent

This section provides the procedure for logging out of Avaya IP Agent as an agent.

Steps

To log out of Avaya IP Agent:

1. Select the Logout button on the agent toolbar, or select Agent > Agent Logout from the

menu bar.

If the Avaya communication server has been configured to require logout reason codes,

Avaya IP Agent displays a prompt in the status bar for entry of the reason code.

2. Enter your logout reason code through the keyboard or the Dial Pad.

Chapter 5: Starting and Stopping Avaya IP Agent

52 Avaya IP Agent Installation and User Guide for Citrix June 2007

Exiting Avaya IP Agent

This section provides the procedure for exiting the Avaya IP Agent application.

Steps

To exit Avaya IP Agent and log out of the Avaya communication server:

1. After you have logged out as an agent, select File > Exit from the main window.

The Avaya IP Agent main window closes and your extension is logged out of the Avaya

communication server.

Using alternate user interfaces

This section provides information and procedures for the alternate user interfaces that are

available in Avaya IP Agent.

In many contact center environments, agents use many different applications simultaneously.

This can lead to overlapped application windows on the Windows desktop. This can cause

difficulties in accessing or using the necessary application windows quickly and efficiently. To

help overcome this problem, Avaya IP Agent provides three alternate user interfaces that use

much less space on the Windows desktop than the default main window. The following figure

compares interface size:

Default main window Alternate user interface example

Using alternate user interfaces

Avaya IP Agent Installation and User Guide for Citrix June 2007 53

Note:

Note: The procedures in this document are written for the default main window. You will

not be able to exactly follow these procedures when you are using an alternate

user interface. However, the Program Menu button on the right side of the

interface allows you to access the most commonly used features in Avaya IP

Agent. Also, the shortcut key combinations for Avaya IP Agent do not function

while you use an alternate user interface.

AutoAnswer interface

This interface uses the least amount of space, and is intended for agents using the Auto-In and

Auto-answer features. Call-handling buttons, such as Transfer, Hold, and Release are

present. Buttons for agent work modes and Avaya IP Agent features are not available in this

interface.

Mini interface

This interface is slightly wider than the AutoAnswer interface and is intended for the contact

center agent who determines the necessary work mode, such as AUX (Auxiliary Work) and

ACW (After-Call Work). In addition to the call-handling buttons, this interface also contains

buttons for any agent work modes assigned to this extension.

Titlebar interface

When an agent is on a call, this interface is the largest of the alternate interfaces. It includes

call-handling buttons, agent work modes buttons, and buttons used to access other Avaya IP

Agent features, such as the Phone Directory and Call History window.

Selecting an alternate interface

This section provides the steps for selecting one of the three alternate user interfaces available

with Avaya IP Agent.

Chapter 5: Starting and Stopping Avaya IP Agent

54 Avaya IP Agent Installation and User Guide for Citrix June 2007

Steps

To select an alternate user interface.

1. From the Avaya IP Agent main window, select View > Alternate Interfaces.

2. From the branching menu, select the interface that you want to use:

●AutoAnswer

●Mini Interface

●Titlebar

Avaya IP Agent displays the selected interface.

Accessing features

To access Avaya IP Agent features that are not represented by a button, click the Program

Menu button on the far right side of the interface. A menu containing login and logout options,

work modes, online help items, and features is displayed.

Returning to the main interface

To return to the Avaya IP Agent main window from an alternate user interface, click the

Maximize button next to Program Menu button on the right side of the interface.

Removing alternate user interfaces

If you do not want these interfaces available for use, remove all files located in the following

directory:

<install-directory>\Avaya\Avaya IP Agent\Skins

If you want only one interface available to agents, leave that file in the \Skins directory and

delete the other files.

Using alternate user interfaces

Avaya IP Agent Installation and User Guide for Citrix June 2007 55

Note:

Note: Avaya IP Agent cannot recreate these files once they have been deleted.

Renaming alternate user interfaces

If you want to change the name of an alternate user interface, rename the necessary file in the

following directory:

<install-directory>\Avaya\Avaya IP Agent\Skins

Note:

Note: Because the names of these menu items are derived from actual filenames,

these items will appear in English for international versions of Avaya IP Agent. To

cause these menu items to appear in a specific language other than English, you

must use a language-specific version of Windows and then rename the files as

needed.

Chapter 5: Starting and Stopping Avaya IP Agent

56 Avaya IP Agent Installation and User Guide for Citrix June 2007

Avaya IP Agent Installation and User Guide for Citrix June 2007 57

Chapter 6: Using VuStats

The VuStats feature is used to pass contact center information from the Avaya communication

server to a display on a station or extension. Supervisors and agents use this feature to monitor

contact center activity and statistics.

The VuStats window of Avaya IP Agent displays any VuStats buttons that have been assigned

to the extension by the communication server administrator.

Using Avaya IP Agent, you will be able to specify how long the program monitors each

transmission of VuStats information before it moves to the next one.

This section includes the following topics:

●Configuring an extension for VuStats through the Avaya communication server on page 57

●Viewing a single set of VuStats information in Avaya IP Agent on page 58

●Adjusting intervals for monitoring VuStats on page 59

Configuring an extension for VuStats through the Avaya

communication server

For an Avaya IP Agent extension to display VuStats information, the following configurations on

the Avaya communication server must be done:

●The extension must be assigned as a telephone type that has a display. Avaya

recommends the 8434D or 606A1 telephone types for the Telecommuter configuration.

●The extension must have one or more buttons assigned with the vu-display feature.

Different streams of VuStats information are available by specifying the format and ID

parameters of the vu-display feature.

●For different views and formats, multiple VuStats configurations can be assigned to the

buttons for this extension.

Configuration

For information on configuring extensions for the VuStats feature through your Avaya

communication server, see the "VuStats" section of Avaya Call Center ACD Guide.

Chapter 6: Using VuStats

58 Avaya IP Agent Installation and User Guide for Citrix June 2007

Definitions and reference material for the VuStats fields on the forms of the Avaya

communication server can be found in the Administrator's Guide for your Avaya communication

server.

Viewing a single set of VuStats information in Avaya IP

Agent

This section provides the procedure for displaying a single set of VuStats information in the

Phone Display panel of the Avaya IP Agent main window.

Before you begin

To view VuStats information in the main window of Avaya IP Agent, you must ensure that the

Phone Display panel is visible. Select the View menu from the main menu and verify that a

check mark next to the Phone Display menu item is present. If a check mark is not present,

select the item to enable it.

Before performing this procedure, the VuStats feature must have been assigned to one or more

buttons for this extension. See Configuring an extension for VuStats through the Avaya

communication server on page 57 for more information.

Steps

To display VuStats in the Avaya IP Agent main window:

1. From the Avaya IP Agent main window menu bar, select Tools > Phone Features.

Avaya IP Agent displays the Phone Features window.

Adjusting intervals for monitoring VuStats

Avaya IP Agent Installation and User Guide for Citrix June 2007 59

2. Select the VuStats information to view by double-clicking the associated entry in the

Phone Features window.

Avaya IP Agent displays the selected VuStats information in the Phone Display toolbar of

the main window.

Adjusting intervals for monitoring VuStats

When VuStats are being displayed through the VuStats Monitor, you can configure the

following time-related items:

●Refresh Rate - The period of time that passes before focus is changed from the last line of

display in the list to the first line.

●Display Interval - The period of time that passes before the VuStats Monitor changes

focus from one VuStats line of display to the next one in the list.

Before you begin

You should ensure that you set the VuStats Monitor time intervals so that each line of display

can be updated before the Refresh Rate changes focus to the top of the list. For example, if

you have six VuStats lines of display in the VuStats Monitor and the Display Interval is set for

10 seconds, your Refresh Rate should be 60 seconds or greater.

Tip:

Tip: If a VuStats line of display has not been updated before the next VuStats item

begins to update, increase the Display Interval delay.

Chapter 6: Using VuStats

60 Avaya IP Agent Installation and User Guide for Citrix June 2007

Steps

To change the periods of time used in the VuStats Monitor window:

1. Start the VuStats Monitor.

2. Click the Refresh Rate button on the toolbar of the VuStats Monitor window.

Avaya IP Agent displays a menu with the following time intervals:

●10 seconds

●20 seconds

●30 seconds

●60 seconds

●120 seconds

3. Select the interval that should pass before focus is changed from the last line of display to

the first line.

4. Click the Display Interval button on the toolbar of the VuStats Monitor window.

Avaya IP Agent displays a menu with the following time intervals:

●5 seconds

●10 seconds

5. Select the interval that should pass before focus is changed from one line of display to the

next line.

When focus moves to a line of display in the VuStats Monitor, the VuStats data for that

line is updated.

6. After setting one or both time intervals, click the Start button on the toolbar.

The VuStats Monitor window begins displaying VuStats information according to the time

intervals specified.

Avaya IP Agent Installation and User Guide for Citrix June 2007 61

Chapter 7: Avaya IP Agent basic

operations

This chapter contains information on the basic operations of Avaya IP Agent.

This chapter includes the following topics:

●Selecting an agent work mode on page 61

●Handling incoming calls on page 63

●Transferring a call on page 67

●Conferencing calls on page 70

●Handling outgoing calls on page 75

Selecting an agent work mode

During the course of placing calls, receiving calls, and performing work associated with those

calls, work modes are used to indicate the availability of the agent or the work being performed.

Definitions of agent work modes

Auto-In and Manual-In

The Auto-In and Manual-In buttons are used to place an agent in the AVAIL (Available) work

mode so that the agent can receive calls.

If an agent is in Auto-In mode and completes a call, the agent is automatically available to

receive another call, or can be placed in After-Call Work (ACW) mode for an administered

length of time. When the timed ACW interval expires, the agent is automatically returned to

available status. If the agent tries to change agent modes while active on a call, the change is

not made until the agent disconnects from the call.

If the agent is in Manual-In mode and completes a call, the agent is automatically placed in

After-Call Work (ACW) mode. To become available to receive another ACD call, the agent must

manually select the Auto-In or Manual-In mode. If the agent tries to change agent modes while

not on an active call, the change takes place immediately.

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ACW (After-Call Work)

Agents use this work mode to indicate that tasks related to the previous call are being

performed. This button is not usually used in conjunction with the Auto-In feature because

agents with the Auto-In feature are made available for a new call when the current call is

completed.

This work mode can be selected while the agent is on an active call. The change will not occur

until the current call is finished and released. This work mode may not function correctly if the

agent uses it while in Auto-In mode.

AUX (Auxiliary Work)

Agents use this work mode to indicate that they cannot receive calls. Usually, this indicates that

the agent is not in the proximity of the telephone because of meals, approved periods of

inactivity, meetings, training, and so forth.

It is possible for multiple Auxiliary Work modes to be assigned to an extension as each can

possess a different reason code to indicate the various situations that an agent cannot receive

calls.

This work mode can be selected while the agent is on an active call. The change will not occur

until the current call is finished and released.

Changing work modes

The agent work modes can be changed through the following methods:

●Using shortcut keys - See Shortcut keys on page 141.

●Selecting the associated work mode button on the agent toolbar - See Agent toolbar on

page 119.

●Selecting the work mode from the Avaya IP Agent System Tray icon - See System Tray

icon on page 121.

●Selecting the work mode from the Agent menu in the main window - See Agent menu on

page 114.

Note:

Note: When a work mode is active, the timer, which is displayed in the Call Information

Panel, displays the total time that the agent has been in the selected work mode.

To disable this timer, see How to remove the call timer on page 154.

Handling incoming calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 63

Handling incoming calls

This section describes those functions that you will be using every day when you receive an

incoming call at your station, including answering a call and holding a call.

This section includes the following topics:

●Answering a call on page 63

●Holding a call on page 65

●Releasing a call on page 66

●Dropping a call on page 67

Answering a call

Answering a call depends on how the Avaya communication server and the network are

administered. Each contact center environment is different, which can affect the way agents

answer calls. Avaya suggests that each contact center evaluate its configuration and instruct

agents on the best way to answer calls with Avaya IP Agent. There are too many possible

Avaya IP Agent configurations to list them in this document. The following are some suggested

procedures on answering calls for different configurations.

Configuration settings for Telecommuter

The following list provides the options to set for this configuration:

●Agent Administration for auto-answer is set to station or none.

●Station Administration for auto-answer is set to none.

●Station Administration has service link set to as-needed.

●Each time a call is received, the analog or DCP telephone that provides the voice path will

ring. The personal computer will also emit a ringing sound if you have configured Avaya IP

Agent to do so.

●Your Central Office (CO) must have the Answer Supervision feature. Contact your

telecommunication provider for more information.

Steps for answering Telecommuter calls

To answer a call for this configuration:

1. The agent should wait for the telephone to ring and then answer it. Answering of the

telephone will automatically be detected through Avaya IP Agent.

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64 Avaya IP Agent Installation and User Guide for Citrix June 2007

2. After the call is completed and the calling party disconnects from the call, or after the agent

selects Release for that call, the agent should hang up the telephone if no more calls are

ringing on the Avaya IP Agent screen.

3. If there is another incoming call indicated on the screen, the agent should not hang up the

telephone, but select the Answer button for the new call appearance on the Avaya IP

Agent screen. The agent is then connected to the new call. The previous call is placed on

hold.

Note:

Note: If an incoming call is displayed in the Avaya IP Agent main window before the

telephone rings, the agent must wait for the telephone set to ring before

answering.

Telecommuter (Auto-Answer)

Configuration settings for Telecommuter (Auto-Answer)

The following list provides the options to set for this configuration:

●Agent Administration for auto-answer is set to station, ACD, or all.

●Station Administration for auto-answer is set to ACD or all.

●Station Administration has the service link set to permanent.

●During the event of agent login, the telephone will ring to deliver the login confirmation

tone.

Steps for answering Telecommuter (Auto-Answer) calls

To answer a call for this configuration:

1. The agent should answer the telephone and do not return it to the on-hook state for the

remainder of the shift for that agent.

If the telephone is accidentally cut off or placed on-hook, the Avaya communication server

rings the telephone when it has a call to deliver. The agent must answer by picking up the

handset.

2. As with any auto-answer telephone, the Avaya communication server will provide a zip

tone (a beep) to signal that a new call has arrived.

Holding a call

Avaya IP Agent Installation and User Guide for Citrix June 2007 65

Holding a call

You can put a call on hold by using either the Auto Hold or Manual Hold feature.

When a call is on hold, the text on the button for the associated Call Information Panel (CIP)

changes to Reconnect.

Using Manual Hold

To perform a Manual Hold, select the Hold button on the Phone Button toolbar. Place a call on

hold by pressing the Hold button on the telephone, if it is so equipped.

Using Auto Hold

The Auto Hold feature does not require pressing a Hold button. If you change to a second call

appearance, the first call is automatically placed on hold.

Reconnecting to a call on hold

To reconnect to a call that is currently on hold, select the Reconnect button on the appropriate

CIP. Alternatively, you may re-select the Hold button in the main window.

Hold button

Reconnect

button

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66 Avaya IP Agent Installation and User Guide for Citrix June 2007

Releasing a call

There are different methods for releasing a call. These methods will work only if the Release

feature has been administered for your station.

Steps for releasing a call

To release a call:

1. Do one of the following actions:

●While on an active call, select the Release button that is located on the Call

Information Panel (CIP). You will not hear a dial tone after you select the Release

button.

●Select the Release button that is located on the Phone Button toolbar.

●Hang up the handset.

●Select the Release item in the Phone Features window.

2. If you have a call on hold, you must first reconnect to it before you can release the call.

In the example below, you would have to reconnect to extension 1048 before you could

release it.

Dropping a call

Avaya IP Agent Installation and User Guide for Citrix June 2007 67

Dropping a call

Use the Drop feature when you want to disconnect from a normal call or drop the last party

added to a conference call.

To drop a call, select the Drop button located on the Phone Button toolbar. You are then

disconnected from the call and hear a dial tone.

Transferring a call

This section describes the following methods of transferring calls:

●Basic call transfer on page 67

●Unsupervised call transfer on page 68

●Enhanced call transfer on page 69

Before you begin

Read and understood the following items before using the procedures described in this topic:

●The Transfer button on the Phone Buttons toolbar can be configured for Basic,

Unsupervised, or Enhanced transfer. Use the Call Handling screen in the Program

Options dialog box to set this option. You can also choose a type of transfer that is

different from the default, by selecting Call > Transfer from the menu bar.

●If all of your call appearances are currently in use, you can transfer a call only to an

existing call appearance, not to a new telephone number.

●If you enable the Abort Transfer or Abort Conference feature on your Avaya

communication server, Avaya IP Agent cannot transfer or conference between active call

appearances.

Basic call transfer

Use the Basic Transfer feature to send an active call to another extension or telephone number.

With this type of transfer, you enter the number to receive the transfer through the keyboard and

then announce the call to the receiving party.

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Steps for a Basic Transfer

To transfer a call using Basic Transfer:

1. While you are on an active call, select Call > Transfer > Basic Transfer from the menu

bar.

The current call is automatically put on hold, a new Call Information Panel (CIP) is

displayed, and a dial tone is heard.

2. Using the keyboard or Dial Pad, enter the number of the party to receive the transferred

call.

3. When the receiving party answers, you can privately talk to the party and then select

Basic Transfer again to complete the transfer.

Both CIPs are no longer displayed in the main window, indicating that the transfer was

successful.

You can complete the transfer at any time after the number is entered, either during the

ringing state or after the second party answers.

You can change this call transfer into a conference by selecting Basic Conference

instead of Basic Transfer.

4. If there is no answer, the line is busy, or you decide the transfer is not needed, do the

following steps to cancel the transfer:

●Select the Release button associated with the receiving party. This action terminates

the call to the receiving party.

●Return to the call on hold by selecting the Reconnect button on the associated CIP.

Unsupervised call transfer

Use the Unsupervised Transfer feature to transfer an active call to another extension or

telephone number by entering the number of the receiving party into a dialog box.

Announcement of the call to the receiving party is not available in this mode.

Transferring a call

Avaya IP Agent Installation and User Guide for Citrix June 2007 69

Steps for an Unsupervised Transfer

To transfer a call using Unsupervised Transfer:

1. While you are on an active call, select Call > Transfer > Unsupervised Transfer.

Avaya IP Agent displays the Unsupervised Transfer dialog box.

2. In the available field, enter the number to receive the current call.

3. Select OK to transfer the call.

Unlike the basic transfer, you do not have to select Transfer a second time to complete the

transfer.

The Call Information Panel (CIP) will disappear from the main window which indicates that

the transfer was successful.

Enhanced call transfer

Use the Enhanced Transfer feature to transfer the active call to another extension or telephone

number by entering the number of receiving party into a dialog box. With this mode, you have

the ability to transfer the call directly without announcing it to the receiving party or you can wait

to announce the call and then decide whether to transfer the call.

Steps for an Enhanced Transfer

To transfer a call using enhanced transfer:

1. While you are active on a call, select Call > Transfer > Enhanced Transfer.

Avaya IP Agent displays the Enhanced Transfer dialog box.

2. In the available field, enter the number of the receiving party.

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70 Avaya IP Agent Installation and User Guide for Citrix June 2007

3. Select the OK button.

The caller is automatically put on hold, a new Call Information Panel (CIP) is displayed, a

dial tone is heard, and Avaya IP Agent displays a confirmation dialog box.

If you need to enter digits, such as answering prompts, use the number pad on the right

side of this dialog box. If you are on hold or are delayed for some reason, you can return to

the original call without losing this call by selecting the Switch to call on hold button and

select this button again to return to the transfer.

4. Remain on the line and wait for an answer.

5. Perform one of the following actions:

Conferencing calls

This section provides information and procedures for conferencing multiple calls together so

that all parties can communicate simultaneously.

This section contains the following topics:

●Basic Conference on page 71

●Enhanced Conference on page 73

Note:

Note: If all of your call appearances are currently in use, you can conference only with

existing call appearances, not new telephone numbers.

If... Then...

The number dialed is answered Announce the call and select the OK button in the

confirmation dialog.

Both CIPs are no longer displayed in the main

window, indicating that the transfer was

successful.

The number dialed is not answered

or is busy

Select the Cancel button in the confirmation dialog

and select the Reconnect button on the

appropriate CIP to return to the held call.

Conferencing calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 71

Basic Conference

Use the Basic Conference feature to connect multiple calls together so that all parties can

communicate simultaneously. With this method, you use the numbers on the keyboard or the

Dial Pad to enter the telephone numbers to conference together.

Steps for using Basic Conference

To conference a call using Basic Conference:

1. While you are active on a call, select Call > Conference > Basic Conference.

The current call is automatically placed on hold, a new Call Information Panel (CIP) is

displayed, and a dial tone is heard.

2. Use the keyboard or Dial Pad to enter the number of the party you want to add to the

conference call.

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72 Avaya IP Agent Installation and User Guide for Citrix June 2007

3. When the second party answers, you can privately talk to the second party and then select

Basic Conference again to initiate the conference call.

You may initiate the conference when the number is entered, during the ringing state, or

after the second party answers.

One CIP is displayed in the main window, which displays CONFERENCE 2. indicating that

a conference is active.

You may change the conference call into a transfer by selecting Basic Transfer instead of

Basic Conference in Step 3.

4. Repeat the previous steps until you have conferenced all parties.

The single CIP displays CONFERENCE X, where X equals the number of parties

participating in the call.

Example:

If you added three parties to the call, the CIP displays CONFERENCE 3.

1. If there is no answer, the line is busy, or you decide the conference is not needed:

●Select the Release button associated with the party that was going to be added to the

conference.

●Return to the held call by selecting the Reconnect button on the associated CIP.

Conferencing calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 73

Enhanced Conference

Use the Enhanced Conference feature to connect multiple calls together by entering the

extensions or telephone numbers through a dialog box and then adding them to an active call.

Steps for using Enhanced Conference

To add a party to a current call, perform the following steps:

1. While you are on an active call, select Call > Conference > Enhanced Conference.

Avaya IP Agent displays the Enhanced Conference dialog box.

Note:

Note: The dialog box you see may be different because it depends on the number of

call appearances that are present. If all available call appearances are active, the

dialog box does not have a New Number field. If only one call appearance is

active, the dialog box does not display the Existing Call field.

2. In the New Number field, enter the extension or telephone number of the party you want

to add to the active call.

Note:

Note: If you have only one call appearance, the field in which you provide a telephone

number is not labeled.

One call appearance More than one call appearance

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74 Avaya IP Agent Installation and User Guide for Citrix June 2007

3. Select the OK button.

The current call is automatically placed on hold, a new CIP is displayed, a dial tone is

heard, and Avaya IP Agent displays a confirmation dialog box.

If you need to enter digits, such as answering prompts, use the number pad on the right

side of this dialog box. If you are on hold or are delayed for some reason, you can return to

the original call without losing this call by selecting the Switch to call on hold button and

select this button again to return to the conference.

4. When you decide to add the call to the conference, select the OK button. If there is no

answer, the line is busy, or you decide to cancel the conference, select the Cancel button.

If you selected the Cancel button, select the Reconnect button on the CIP associated with

the original call.

5. If you selected the OK button, wait for an answer.

6. Repeat the previous steps until you have conferenced all parties.

The single CIP displays CONFERENCE X, where X equals the number of parties

participating in the call.

If... Then...

The number dialed is

answered

You can privately talk to the new party and then

select the OK button in the confirmation dialog to

add the party to the call.

One CIP is displayed in your main window, which

displays CONFERENCE 2, indicating that a

conference is active.

The number dialed is not

answered or is busy

Select the Cancel button in the confirmation dialog

and then select the Reconnect button to return to

the original call.

Handling outgoing calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 75

Example:

If you added three parties to the call, the CIP displays CONFERENCE 3.

Any person on the conference call can hang up at any time.

1. To disconnect the last person added to the conference call, select the Drop button.

2. When the conference call is over, select the Release button.

The CIP is removed from the main window.

Handling outgoing calls

There are several ways you can make the handling of outgoing calls more efficient. You can use

a Recent Calls list, a Speed Dial number, or an Abbreviated Dial button.

Note:

Note: In the Phone Directory, you may notice that all telephone numbers are prefixed

with a "+1" (in the United States). All external telephone numbers are displayed in

the Phone Directory in canonical format, as seen in the following example:

+1 (800) 555-1234

This format is universally constant and allows this number to be dialed from anywhere

in the world. This number is dialed only if deemed necessary through the Dialing

Properties of your personal computer.

For example, a user with a laptop may have two or more sets of Dialing Properties

configured. In the office, one set of Dialing Properties cause a number, sometimes a

"9", to be dialed to access an external line. Alternatively, the same laptop could have a

Dialing Properties set that does not use an external line number for when the user is

at home or traveling. The format of telephone numbers in the Phone Directory

ensures that all of these configurations will work without having to change the format.

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76 Avaya IP Agent Installation and User Guide for Citrix June 2007

This section includes the following topics:

●Recent Calls list on page 76

●Using the Phone Directory on page 77

●Administering and using Speed Dial on page 80

●Abbreviated Dial button on page 82

Recent Calls list

You can quickly dial or re-dial recent incoming or outgoing calls by using the Recent Calls list.

Telephone numbers are not duplicated in the list, so if the last ten calls are to the same number,

the number is displayed only once in the list. Only those calls with valid telephone numbers are

added to the list.

Before you begin

Before using the Recent Calls list, read and understand the following items:

●You or your system administrator can control the number of recent call numbers displayed

by setting that number in the Program Options dialog box.

●The list can show a maximum of the last 25 unique numbers recorded in the Call History

log. Abbreviated Dial buttons or numbers dialed on active calls (pin numbers) are not

included in the list.

●Letters that are dialed, for example, 1800GOAVAYA, are displayed in the recent calls list

as letters, not as the associated numbers.

Handling outgoing calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 77

Steps for using the Recent Calls list

To make a call using the Recent Calls list:

1. Select the down arrow next to the Call History button.

Avaya IP Agent displays a list of previously dialed and received numbers.

2. Select the number you want Avaya IP Agent to dial.

A call appearance is created and the selected telephone number is dialed.

Using the Phone Directory

The Phone Directory feature stores contact information that you provide. Through this

interface, you can dial telephone numbers and send e-mail messages to those contacts that you

have defined.

The Phone Directory stores the types of information shown in the following list:

●Name

●Address

●Email

●Category

●Telephone numbers

●Notes

●Pronunciation (Japanese version only)

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Menu bar

The following is a list of menus and menu items available for the Phone Directory window:

File

●New - This item displays the Properties dialog and allows entry of a new contact.

●Import

Text File (Comma Separated Values) - This item allows you to import a .CSV file

containing contacts and their associated information.

●Export - This item exports the Phone Directory to a comma-separated value file (.CSV)

Note:

Note: The entries for the comma-separated values are listed below in the order that

they are displayed:

●Name

●Address

●Email

●Business

●Business Fax

●Home

●Home Fax

●Mobile

●Assistant

●Car

●Company

●Pager

●Pronunciation (Japanese version only)

Each item must be enclosed within quotation marks.

●Search Public Directory - This item opens the Search Public Directory window, which

can be used to search for contact information through an Lightweight Directory Access

Protocol (LDAP) service. Entries can be added to the Phone Directory from the Search

Public Directory window. For more information on this feature, see Using a Public

Directory with Avaya IP Agent on page 85.

●Close - Selecting this item closes the Phone Directory window.

Edit

●Name, Number, Email, Category - Edit the displayed information for the selected contact.

Handling outgoing calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 79

●Delete - Delete the selected contact.

●Properties - View all information for the selected contact.

●Categories - Add, delete, or modify the categories defined in the Phone Directory.

●Field Organizer - Organize the fields displayed in the Phone Directory.

View

Use this menu to determine how the entries appear in the Phone Directory window. These

items are similar to those used in Windows Explorer: Large Icons, Small Icons, List, and

Details (default).

Action

●Call: (name) - Select this menu item to initiate a telephone call to the highlighted contact.

●Send Email - Select this menu item to initiate an e-mail message to the highlighted

contact.

Toolbar

The toolbar of the Phone Directory window contains the following controls:

●Name - This field allows the dynamic filtering of the entries in the Phone Directory on any

field. Select the name button to display the list of fields available for the Phone Directory.

After you select the field on which to filter, enter letters or digits in the corresponding field.

Each character entered in this field causes only those entries matching the filter to remain

visible. For example, entering the letter S causes all entries that do not begin with that

letter to be hidden. For numeric fields, any numbers entered in this field are used to filter

the entries. The filtering for numeric fields is not sequential. Any entries that contain the

string of numbers entered will remain visible. Additionally, any punctuation existing in the

entry is ignored. For example, entering the numbers 123 would match against the

following entries:

(555) 555-1234

(800) 123-5555

1 (230) 555-5555

512-3555

●Dial Number - Select this button to dial the telephone number of the highlighted entry.

●Send Email - Select this button to open an e-mail message to the highlighted entry.

●Properties - Select this button to display a dialog box containing the details of the

highlighted entry. This dialog box also allows modification of this information.

●Delete - Select this button to delete the highlighted entry.

●New entry - Select this button to display the Properties dialog and enter the information

for a new contact.

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80 Avaya IP Agent Installation and User Guide for Citrix June 2007

●Categories - Select this button to display a list of all categories defined in the Phone

Directory and to filter the existing contacts. Selecting one of the categories in this list

results in only those contacts assigned to that category remaining visible.

Phone Directory window usage

Within the Phone Directory window, you can perform the following actions on a selected

contact:

●With the mouse, right-click on an entry to display a pop-up menu containing the following

items:

Call (contact) - Initiates a call to the selected contact.

Send Email - Initiates an e-mail to the selected contact.

Delete - Removes the selected contact from the Phone Directory.

Properties - Displays a dialog box listing all information for the selected contact. This

dialog box also allows editing of that information.

●Press the Enter key or double-click the mouse to initiate a call to a contact.

●Press Alt + Enter to display all information for the selected contact.

●Press the Delete key to remove the selected contact from the Phone Directory.

You can also sort the entries in the Phone Directory by clicking the title of any column. The

sorting is done based on the column selected and alternates between ascending to descending

order with subsequent clicks.

More information

The following topics provide additional information on the use of the Phone Directory window:

●Administering and using Speed Dial on page 80

●Searching a Public Directory on page 87

Administering and using Speed Dial

Use the Speed Dial feature to dial frequently-used telephone numbers by selecting entries from

the Speed Dial list or by pressing function keys (F2-F8) on the keyboard. Entries in the Phone

Directory can be assigned as Speed Dial numbers. A maximum of 25 telephone numbers can

be assigned to the Speed Dial list.

Handling outgoing calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 81

Steps for assigning a Speed Dial number

To assign a telephone number in the Phone Directory to the Speed Dial list:

1. In the Avaya IP Agent main window, select Tools > Phone Directory.

Avaya IP Agent displays the Phone Directory dialog box.

3. Enter or edit the appropriate information in the Properties dialog box.

4. Place a check mark in the Speed Dial check box next to the telephone number that you

want to use as a Speed Dial number.

Avaya IP Agent displays the Speed Dial Function Keys dialog box.

5. If you want to have the telephone number for this Phone Directory entry available when a

function key, such as F2, F3, ..., F8, is pressed, select the Assign this number to a

function key option.

The Phone Directory entry appears in the F2 row.

If... Then...

You are creating a new entry Select File > New... from the menu bar.

You are editing an entry Highlight the entry and select Edit >

Properties from the menu bar.

Avaya IP Agent displays the Properties

dialog box.

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82 Avaya IP Agent Installation and User Guide for Citrix June 2007

Note:

Note: If you want to assign this new entry to another function key, highlight it and use

the up and down arrow icons in the dialog box to move the entry to a new location

in the list.

6. When you are satisfied with the function key that this number has been assigned to, press

the OK button.

7. In the Properties window, select the OK button to close it.

Using a Speed Dial number

To select a Speed Dial number:

1. Select the down arrow next to the Phone Directory button in the Avaya IP Agent main

window.

Avaya IP Agent displays the Speed Dial Numbers list.

2. Select the party that you want to call.

A call appearance is created and the telephone number is dialed.

Note:

Note: If you have assigned a Phone Directory entry to a function key, you can simply

press that function key to dial the associated telephone number.

Abbreviated Dial button

If the Abbreviated Dial feature has been administered on the Avaya communication server for

your extension, you can store telephone numbers in the Phone Features window for quick and

easy dialing. Each number can be a complete or partial telephone number, an extension

number, a trunk, or feature code.

Handling outgoing calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 83

Steps for using Abbreviated Dial

To make a call using an Abbreviated Dial button:

1. Select Tools > Phone Features.

Avaya IP Agent displays the Phone Features window.

2. In the Phone Features dialog box, select the Abbreviated Dial button associated with the

number you want to dial.

A call appearance is created and the selected telephone number is dialed.

The button label for an Abbreviated Dial is a number, whereas the button label for an

autodial button is the word autodial plus the number. This difference is shown in the

following table:

Abbreviated Dial Autodial

51008 autodial 51008

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Avaya IP Agent Installation and User Guide for Citrix June 2007 85

Chapter 8: Using a Public Directory with

Avaya IP Agent

This section provides information and procedures for the Search Public Directory feature of

Avaya IP Agent.

This feature provides access to corporate or public directory services which enable you to query

those services by any defined field.

The Search Public Directory feature is also called Search LDAP (Lightweight Directory Access

Protocol).

!Important:

Important: Avaya IP Agent does not support the enhancements available in LDAP v3. If you

use an LDAP v3 Public Directory service, you must use Avaya IP Agent as an

LDAP v2 client.

This section includes the following topics:

●Defining a Public Directory service on page 85

●Searching a Public Directory on page 87

●Selecting the fields to display and the order on page 90

●Identifying multiple telephone number fields on page 91

●Deleting a Public Directory service on page 92

Defining a Public Directory service

So that you can search for information on a Public Directory (LDAP) server by using Avaya IP

Agent, a definition of the service must first be created and configured.

Steps for defining a Public Directory service

To define and configure a Public Directory service for Avaya IP Agent:

1. From the Avaya IP Agent menu bar, select Tools > Search Public Directory.

Avaya IP Agent displays the Search Public Directory window.

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86 Avaya IP Agent Installation and User Guide for Citrix June 2007

2. From the menu bar of the Search Public Directory window, select File > Add Public

Directory.

Avaya IP Agent displays the Directory Properties window.

3. In the following fields, enter the necessary information:

●Description - Enter a name by which you will identify this Public Directory server. This

field is required.

●Server Address - Enter the network domain or IP address of the Public Directory

server. This field is required.

●Login - If authorization is required by the Public Directory server, enter a valid user

name in this field.

●Password - Enter the password for the user name specified in the previous field.

●Search Root - Enter an LDAP format string representing the type of information being

sought. For example, ou=people, o=mycompany.com specifies that information

under the organization unit of “people” within the organization of “mycompany.com” is

used for the search. Refer to the documentation for your LDAP system and company

database configuration for more information on Base DN or Search Root strings.

If you are unsure of the settings for your Public Directory server, contact the administrator

of that system.

4. Select the Advanced tab if changes to the following defaults are required:

●Port: 389

●Search timeout: 200 (secs)

●Maximum number of entries returned per search: 200

5. After entering all necessary information, select the OK button.

Avaya IP Agent adds this Public Directory to the list of available services and closes the

Directory Properties dialog box.

Searching a Public Directory

Avaya IP Agent Installation and User Guide for Citrix June 2007 87

Searching a Public Directory

After a Public Directory service has been defined, a search against that database can now be

performed. If a Public Directory service has not been defined, see Defining a Public Directory

service on page 85.

Steps for searching a Public Directory

To search a Public Directory service:

1. In the Avaya IP Agent menu bar, select Tools > Search Public Directory.

Avaya IP Agent displays the Search Public Directory dialog box.

2. To select the Public Directory service to use, start by clicking the Directory Menu button.

Avaya IP Agent displays a menu listing all defined Public Directory services.

3. From the resulting list, select the Public Directory service that you will use.

The selected item from the menu is set as the active Public Directory service and the

Directory Menu button displays its name.

Directory Menu button

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88 Avaya IP Agent Installation and User Guide for Citrix June 2007

4. Click the Name field to view a list of available fields defined in this Public Directory service.

Note:

Note: If you have not connected previously to the Public Directory service, you must

first run a query with the default settings. After this first query, all defined fields of

the service will be available.

5. Select the field through which you want to conduct your search. The data field that you

select appears as the label.

6. In the field to the right of the label, enter a string to search for within the selected data field

and press the Enter key.

Avaya IP Agent sends the query to the Public Directory service, receives the data, and

displays it in the Search Public Directory window.

For example, after setting the data type to Name, enter Smith in the field and press the

Enter key.

Searching a Public Directory

Avaya IP Agent Installation and User Guide for Citrix June 2007 89

Tip:

Tip: You can use an asterisk as a wildcard for a string. For example, entering the

string, j*n, returns all names beginning with a J and ending with an N with one

or more characters in between. This could include entries such as John, but also

entries such as Joseph Brown.

7. Right-click on an entry in the set of resulting data.

Avaya IP Agent displays a pop-up menu for the entry.

8. Select an action from the following table:

If... Then...

You want Avaya IP Agent to dial the

number listed for the selected entry

Select Call: Name.

If you have configured Avaya IP Agent to

have multiple telephone numbers for each

entry, another pop-up menu is displayed

with this list of numbers. From this second

list, select the number you want to call.

You want to compose an e-mail to the

address associated with the selected entry

Select Send Email.

You want to view all available data for the

selected entry

Select Properties.

Avaya IP Agent displays the Properties

dialog box.

You want to add this entry to your Avaya IP

Agent Phone Directory

Select Add to Directory.

Avaya IP Agent adds the name, telephone

number, and e-mail address for this

selection in the Phone Directory.

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90 Avaya IP Agent Installation and User Guide for Citrix June 2007

Selecting the fields to display and the order

Avaya IP Agent allows you to select which fields from the Public Directory service will be

displayed in the Search Public Directory window.

Steps for displaying Public Directory fields

To configure which Public Directory fields will be displayed in the Search Public Directory

window after a query and in which order they will be displayed:

1. From the main window menu bar, select Tools > Search Public Directory.

Avaya IP Agent displays the Search Public Directory window.

2. From the menu bar of the Search Public Directory window, select Edit > Field

Organizer....

Avaya IP Agent displays the Field Organizer window.

Note:

Note: If the Field Organizer window does not contain any fields, you might need to first

run a query of the Public Directory service with the default settings so that the list

of available fields can be retrieved.

3. In the Available Fields list box, highlight the field you want to add to the Search Public

Directory window.

You can highlight multiple fields in this list box by holding down the Ctrl key and clicking

the cursor on each field name.

Identifying multiple telephone number fields

Avaya IP Agent Installation and User Guide for Citrix June 2007 91

4. After the necessary fields have been highlighted, select the right arrow button (>) to move

the selected fields to the Show fields in this order list box.

The left arrow button (<) will remove the highlighted field from the Show fields in this

order list box.

The double arrow buttons (<< and >>) will move all fields from one list box to the other.

5. To change the order of the fields in the Show fields in this order list box, highlight the

field to move by clicking on it.

6. Use the up and down buttons at the bottom of the list box to move the position of the

highlighted field.

7. Repeat Steps 5 and 6 for the pertinent fields to set the desired order.

8. Select the OK button.

Note:

Note: The selected fields and the associated order will not be displayed until you run a

new query.

Identifying multiple telephone number fields

Avaya IP Agent allows you to select multiple fields to be considered as telephone numbers. For

example, the Public Directory service could have several numbers assigned to an individual,

such as pager, fax, voice mail, mobile telephone, home telephone, and so forth.

When multiple telephone numbers are identified in Avaya IP Agent, the Call feature of the

Search Public Directory window will ask you to select which of these numbers you want to

call.

Steps for identifying telephone number fields

To select multiple telephone numbers to be available for the Call feature, perform the following

steps:

1. From the main window menu bar, select Tools > Search Public Directory.

Avaya IP Agent displays the Search Public Directory window.

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92 Avaya IP Agent Installation and User Guide for Citrix June 2007

2. From the Search Public Directory window menu bar, select Edit > Select Phone

Numbers....

Avaya IP Agent displays the Select Phone Numbers window.

3. In the Available Fields list box, highlight the field you want to add as another telephone

number for the contact.

You can highlight multiple fields in this list box by holding down the Ctrl key and clicking

the cursor on each field name.

4. After the necessary fields have been highlighted, select the right arrow button (>) to move

the selected fields to the Phone Number Fields list box.

5. Select the OK button.

Deleting a Public Directory service

This section provides the procedure for deleting a Public Directory service from Avaya IP Agent.

Steps for deleting a Public Directory service

To delete a Public Directory service, perform the following steps:

1. From the main window menu bar, select Tools > Search Public Directory.

Avaya IP Agent displays the Search Public Directory window.

2. To select the Public Directory service to delete, click the Directory Menu button.

Avaya IP Agent displays a menu listing all defined Public Directory services.

Deleting a Public Directory service

Avaya IP Agent Installation and User Guide for Citrix June 2007 93

3. Select the Public Directory service from the Directory Menu.

The selected item from the menu is set as the active Public Directory service and the

Directory Menu button displays its name.

4. Once again, click the Directory Menu button.

Avaya IP Agent displays Directory Menu.

5. From the Directory Menu, select Remove.

Avaya IP Agent deletes the active Public Directory service from Avaya IP Agent and sets the

first remaining service as active.

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94 Avaya IP Agent Installation and User Guide for Citrix June 2007

Avaya IP Agent Installation and User Guide for Citrix June 2007 95

Chapter 9: Screen pops

Screen pops are used to start an application or interface when an incoming call is received by

Avaya IP Agent or when an outgoing call is placed.

Screen pops are most useful for the following actions:

●Starting an application so that the agent can enter customer or critical information

regarding the call.

●Viewing data based on information transmitted with the call, such as customer information,

the area from which they are calling, or the selections a customer made while being

processed through a vector.

There are two types of screen pops:

●Windows application - This type of screen pop starts a Windows application, such as an

HTML browser, a database interface, a trouble ticket program, or a custom application.

This type of screen pop is also capable of passing parameters as part of an HTML string

when it is initialized.

●Dynamic Data Exchange (DDE) - This type of screen pop retrieves information you specify

from a call and passes it to a DDE server or application. The DDE server or application can

then send information from its database or a file to an interface displayed on the personal

computer.

This section includes the following topics:

●Creating a Windows application screen pop on page 96

●Creating a DDE screen pop on page 101

●Setting the active screen pop on page 105

●Modifying a screen pop on page 106

●Deleting a screen pop on page 107

Before you begin

Read and understand the following items before administering screen pops through Avaya IP

Agent:

●Many DDE services have distinct features. For this reason, the complete syntax for a DDE

query cannot be specified in this document. For information regarding your DDE service

and how to query information from it, refer to the documentation supplied with that product.

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96 Avaya IP Agent Installation and User Guide for Citrix June 2007

●User-to-User Information (UUI) is a unique identifier that is added to an incoming call

through an external application, such as Avaya ASAI. To pass UUI, the Avaya

communication server must have the Display UUI Information feature enabled.

Additionally, the UUI feature does not support user-defined languages. This feature is only

available for incoming calls, and it requires that a uui-info button is administered for the

extension receiving the call.

Creating a Windows application screen pop

This section provides the procedure for starting a Windows application when Avaya IP Agent

receives an incoming call or an outgoing call is made.

Steps for creating an application screen pop

To create a Windows screen pop:

1. From the menu bar of the Avaya IP Agent window, select Tools > Screen Pops.

Avaya IP Agent displays the Screen Pops window.

2. Select File > New.

Avaya IP Agent displays the Screen Pops wizard.

3. Enter a name for this screen pop in the text box.

4. Ensure that the Window Explorer option button is selected.

Creating a Windows application screen pop

Avaya IP Agent Installation and User Guide for Citrix June 2007 97

5. Select the Next button.

Avaya IP Agent displays the Screen Pops - Trigger window.

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98 Avaya IP Agent Installation and User Guide for Citrix June 2007

6. Select the appropriate call condition from the following table:

7. If you want the screen pop to start when an incoming call appears on a specific VDN:

a. Place a check mark in the Pop the screen only when the VDN is check box.

b. In the associated field, enter the VDN name (up to 15 characters) that will cause this

screen pop to run.

If... Then...

This screen pop should be run for

incoming calls

Select one of the following options to

indicate when it should start:

●Ringing - The screen pop starts

when Avaya IP Agent receives an

incoming call.

●Answered - The screen pop starts

when an incoming call has been

answered through the Avaya IP

Agent interface or by picking up the

handset in the Telecommuter

configuration.

●Missed - The screen pop starts

when the call appearance from an

incoming call disappears after not

being answered. This can be

caused by the caller hanging up or if

the call was routed to a voice mail

system after a specific number of

rings.

●Released - The screen pop starts

when the Release button is pressed

on a Call Information Panel (CIP) or

when the agent hangs up the

telephone in the Telecommuter

configuration.

This screen pop should be run for

outgoing calls

Select one of the following options to

indicate when it should start:

●Connected - The screen pop starts

when the party being called answers

the telephone.

●Released - The Screen Pop starts

when the Release button is pressed

on a CIP or when the agents hangs

up the telephone in the

Telecommuter configuration.

Creating a Windows application screen pop

Avaya IP Agent Installation and User Guide for Citrix June 2007 99

8. Select the Next button.

Avaya IP Agent displays the Screen Pop - Action window.

9. In the field provided, enter one of the following items:

●A Uniform Resource Locator (URL) address - This refers to a Web page. This could

also include CGI scripts, java scripts, or many other Web-enabled tools.

●A filename - This can be any filename with an extension specified in the Windows

Registry as having an associated application that is used to open it, for example,.HTM,

.DOC, and .TXT. If a filename is specified that does not have a valid application

association in the Registry, Windows will display an error message.

Note:

Note: If you enter a program name in the action field, be certain to enclose the program

name in quotation marks. Failure to include the quotes may cause the screen pop

to fail. For example:

"C:\Program Files\Avaya\Avaya IP Agent\ipagent.exe"

10. Calls contain information that can also be included in this field as parameters of a URL

address string. To include call information parameters with a URL string, select the arrow

to the right of the field to display the Insert Call Data menu.

The information that may be available for retrieval from a call are:

●Caller Name (%n) - Passes the name of the other party on the call, if available

●Caller Number (%m) - Passes the telephone number of the other party on the call, if

available

●Prompted Digits (%p) - Passes the digits the caller selected while being processed

through a vector, if available.

●VDN (%v) - Passes the VDN name through which the call was connected

●UUI (%u) - Passes User-to-User-Information that was collected by the Avaya

communication server from a centralized application.

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100 Avaya IP Agent Installation and User Guide for Citrix June 2007

●Start Time (%s) - Passes the time when the telephone call was received by Avaya IP

Agent

●Date (%d) - Passes the current date when the telephone call is received by Avaya IP

Agent

You may also specify these parameters manually within the URL address string.

11. After entering the URL address or filename, select the Next button.

12. If you specified any parameters to be used in the Action window, you are presented with

the Format Call Information window for each parameter. In this window, you can specify

the number of characters or digits used for that parameter in the screen pop.

If you want to limit the number of characters presented for each parameter, do the

following steps:

a. Enable the check box on the specific parameter screen.

b. Use the Number of characters to include and Location fields to adjust the

boundaries of the string.

c. After you have specified the boundaries of the parameter string, select the Next

button.

If more than one parameter was specified in the Action dialog box earlier, the Format Call

Information for the next parameter is presented. Select the Next button when you have

finished configuring each parameter.

If there are no more parameters to configure, Avaya IP Agent displays the Testing dialog

box.

13. Select the Test button to verify that the configuration of this screen pop works as intended.

If you are using parameters in your screen pop, you will be presented with another dialog

box that allows you to enter Caller Name, Caller Number, Prompted Digits, VDN, and

UUI as test information. Select the Continue button when all necessary test information

has been entered in these fields.

Avaya IP Agent starts the screen pop.

14. After you have confirmed that the test of the screen pop was successful, close the screen

pop and select the Next button on the Testing window.

Avaya IP Agent displays the Setup Completed window.

15. Select the Finish button.

Avaya IP Agent saves this screen pop and displays it in the Screen Pops window.

Creating a DDE screen pop

Avaya IP Agent Installation and User Guide for Citrix June 2007 101

Creating a DDE screen pop

This section provides the procedure for starting a DDE screen pop when Avaya IP Agent

receives an incoming call or when an outgoing call is made.

Steps for creating a DDE screen pop

To create a DDE screen pop:

1. From the menu bar of the Avaya IP Agent window, select Tools > Screen Pops.

Avaya IP Agent displays the Screen Pops window.

2. Select File > New.

Avaya IP Agent displays the Screen Pops wizard.

3. Select the Dynamic Data Exchange (DDE) option button.

4. Select the Next button.

Avaya IP Agent displays the Screen Pops - Trigger window.

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102 Avaya IP Agent Installation and User Guide for Citrix June 2007

5. Select the appropriate call condition from the following table:

6. If you want the screen pop to start when an incoming calls appears on a specific VDN:

a. Place a check mark in the Pop the screen only when the VDN is check box.

b. In the associated field, enter the VDN name (up to 15 characters) that will cause this

screen pop to run.

If... Then...

This screen pop should be run for

incoming calls

Select one of the following options to

indicate when it should start:

●Ringing - The screen pop starts

when Avaya IP Agent receives an

incoming call.

●Answered - The screen pop starts

when an incoming call has been

answered through the Avaya IP

Agent interface or by picking up the

handset in the Telecommuter

configuration.

●Missed - The screen pop starts

when the call appearance from an

incoming call disappears after not

being answered. This can be

caused by the caller hanging up or if

the call was routed to a voice mail

system after a specific number of

rings.

●Released - The screen pop start

when the Release button is pressed

on a Call Information Panel (CIP) or

when the agent hangs up the

telephone in the Telecommuter

configuration.

This screen pop should be run for

outgoing calls

Select one of the following options to

indicate when it should start:

●Connected - The screen pop starts

when the party being called answers

the telephone.

●Released - The screen pop starts

when the Release button is pressed

on a CIP or when the agent hangs

up the telephone in the

Telecommuter configuration.

Creating a DDE screen pop

Avaya IP Agent Installation and User Guide for Citrix June 2007 103

7. Select the Next button.

Avaya IP Agent displays the Action window.

8. In the Action window, enter the necessary DDE information for the following fields:

●Service - A string expression that identifies an application or DDE server that can

participate in a DDE conversation. Usually, the application argument is the file name of

a program for a Windows-based application. Do not specify the .EXE extension of the

program

●Topic - A string expression that is the name of a topic recognized by the application

argument. This will be the second parameter of the DDEInitiate() function.

!Important:

Important: Many DDE services have distinct features. For this reason, complete syntax for a

DDE query cannot be specified in this document. For information regarding your

DDE service, refer to the documentation supplied with that product.

9. Select which option will be used for the DDE conversation from the following list:

●Execute command - A string expression that specifies a command recognized by the

server application. The string will only be changed to input caller information. The

syntax must match the syntax required by the DDE program. For example, if

embedded quotes are necessary, such as "name=""Smith""", you must enter the

text string with all required quotation marks.

●Poke Item - A string expression that is the name of a data item recognized by the topic

specified by the DDE Initiate() function.

Data - A string containing the data to be supplied to the other application.

10. Enter the appropriate information in the fields for the selected option. Use the arrow button

to the right of the Execute command or Data fields to specify information for Avaya IP

Agent to retrieve from the telephone call and pass to the DDE conversation.

The information that may be available for retrieval from a call are:

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●Caller Name (%n) - Passes the name of the other party on the call, if available

●Caller Number (%m) - Passes the telephone number of the other party on the call, if

available

●Prompted Digits (%p) - Passes the digits the caller selected while being processed

through a vector, if available.

●VDN (%v) - Passes the VDN name through which the call was connected

●UUI (%u) - Passes User-to-User-Information that was collected by the Avaya

communication server from a centralized application.

●Start Time (%s) - Passes the time when the telephone call was received by Avaya IP

Agent

●Date (%d) - Passes the current date when the telephone call is received by Avaya IP

Agent

You may also specify these parameters manually within the string.

11. If you specified any parameters to be used in the Action window, you are presented with

the Format Call Information window for each parameter. In this dialog box, you can

specify the number of characters or digits used for that parameter in the screen pop.

If you want to limit the number of characters presented for each parameter, do the

following steps:

a. Enable the check box on the specific parameter screen

b. Use the Number of characters to include and Location fields to adjust the

boundaries of the string.

c. After you have specified the boundaries of the parameter string, select the Next

button.

If more than one parameter was specified in the Action window earlier, the Format Call

Information window for the next parameter is presented. Select the Next button when you

have finished configuring each parameter.

If there are no more parameters, Avaya IP Agent displays the Testing window.

12. Select the Test button to verify that the configuration of this screen pop works as intended.

If you are using parameters in your screen pop, you will be presented with another dialog

box that allows you to enter Caller Name, Caller Number, Prompted Digits, VDN, and

UUI as test information. Select the Continue button when all necessary test information

has been entered in these fields.

Avaya IP Agent starts the screen pop.

13. After you have confirmed that the test of the screen pop was successful, close the screen

pop and select the Next button on the Testing window.

Avaya IP Agent displays the Setup Completed window.

Setting the active screen pop

Avaya IP Agent Installation and User Guide for Citrix June 2007 105

14. Select the Finish button.

Avaya IP Agent saves this screen pop and displays it in the Screen Pops window.

Setting the active screen pop

This section provides the procedure for specifying which screen pop will be set as the one used

for incoming or outgoing calls.

Steps for setting an active screen pop

To set the active screen pop:

1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops.

Avaya IP Agent displays the Screen Pops window.

2. In the Name column, place a check mark next to the screen pops to use for all subsequent

telephone calls.

It is possible to set multiple screen pops as being active if those screen pops do not

conflict in their selection criteria. For example, if two or more screen pops are set to

activate during a Ringing call, but are set for different VDNs, all of these can be active at

the same time.

3. Close the Screen Pops window.

Avaya IP Agent saves this selection and uses the selected screen pops for any

subsequent call, if applicable.

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Modifying a screen pop

This section provides the procedure for modifying a screen pop that has already been created.

Steps for modifying a screen pop

To modify a screen pop:

1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops.

Avaya IP Agent displays the Screen Pops window.

2. Choose the screen pop that you want to modify and double-click it.

Avaya IP Agent opens the Screen Pops wizard and populates it with the data configured

for this screen pop.

3. For each dialog, change the necessary configuration as needed and select the Next

button to continue for each one.

See Creating a Windows application screen pop on page 96 or Creating a DDE screen

pop on page 101 for specific information on each window of the Screen Pops wizard.

4. When you reach the Setup Completed window, select the Finish button.

Avaya IP Agent saves the changes made to the screen pop and closes the Screen Pops

wizard.

5. Close the Screen Pops window.

Deleting a screen pop

Avaya IP Agent Installation and User Guide for Citrix June 2007 107

Deleting a screen pop

This section provides the procedure for deleting a screen pop from Avaya IP Agent.

Note:

Note: Deletion of a screen pop cannot be undone.

Steps for deleting a screen pop

To delete a screen pop:

1. From the Avaya IP Agent main window menu bar, select Tools > Screen Pops.

Avaya IP Agent displays the Screen Pops window.

2. Highlight the screen pop to be deleted by clicking on it.

3. From the menu bar, select Edit > Delete.

The selected screen pop is deleted.

4. Close the Screen Pops window.

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Avaya IP Agent Installation and User Guide for Citrix June 2007 109

Chapter 10: Dialog Reference

This section provides descriptions of the graphical interfaces used in Avaya IP Agent and their

basic functionality. Only those interfaces not described through other sections of this document

are described here.

This section contains the following topics:

●Main window and menus on page 109

●Avaya IP Agent option dialogs on page 122

●Login Settings dialog box on page 133

●Volume and Ringer Settings dialog box on page 140

Main window and menus

This section describes the menus and panels in the Avaya IP Agent main window.

This section includes the following topics:

●Menu bar on page 109

●Toolbars on page 117

●Information panels on page 120

●System Tray icon on page 121

Menu bar

The Avaya IP Agent main window provides full-function, multi-line telephony support on your

Windows session. This window is also used to access all the features found in Avaya IP Agent.

This section defines all of the items available in the Avaya IP Agent menus. Some menus and

menu items are available only when they are valid for your current configuration. For example,

the Call menu is not available when a call is not currently active. Other menus, menu items, and

buttons on the interface will be disabled when the associated functionality cannot be used

because of configuration, call instance, or agent work mode.

This section contains the following topics:

●File menu on page 110

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110 Avaya IP Agent Installation and User Guide for Citrix June 2007

●Edit menu on page 111

●Call menu on page 112

●View menu on page 113

●Agent menu on page 114

●Tools menu on page 115

●Audio menu on page 116

●Help menu on page 117

File menu

The following items are available on the File menu:

●Station Login, Station Logout - These items appear as the first item in this menu. They

are used for logging the station or agent in and out of the Avaya communication server.

This menu item varies between these two possibilities depending on your current login

state.

●Import Settings - Selecting this menu item gives you the ability to open a file containing

settings from another Avaya IP Agent installation and apply those settings to this

installation.

●Export Settings - Selecting this menu item saves the settings from this installation of

Avaya IP Agent to a file. This file can then be re-imported to this Server user session or to

another Server user session with Avaya IP Agent.

Main window and menus

Avaya IP Agent Installation and User Guide for Citrix June 2007 111

Note:

Note: When exporting and importing settings, most name changes to features in the

Phone Features or Personal Phone Features windows are made on a per

extension basis. To ensure that name changes are made for all extensions,

right-click on the feature and select the Rename (All Extensions) item from the

resulting menu.

Exported settings are platform-dependent. If you export Avaya IP Agent settings from

a Windows XP personal computer, do not import the settings to a personal computer

that uses a different operating system.

Imported and exported files include the following settings:

All settings available in the Program Options window

Screen pops

Lightweight Directory Access Protocol (LDAP) settings

Personal Phone features

Phone features

Abbreviated Dialing settings

Call Center features

Telephone button labels

Audio settings

Speed-dial settings

●Exit - Selecting this menu item closes Avaya IP Agent after making the necessary logouts

for the agent and the extension.

Edit menu

The following items are available on the Edit menu:

●Cut - Removes any highlighted text in the Number field and places it on the Windows

clipboard.

●Copy - Copies any highlighted text in the Number field and places it into any Windows

application such as Notepad or Word.

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●Paste - Retrieves the last item placed on the Windows clipboard from any Windows

application such as Notepad or Word and places it in the Number field.

Call menu

The Call menu is available only when a call is made or received.

The following items are available on the Call menu:

●Release - Terminates an active call.

●Drop - Disconnects from a call without requiring you to hang up the handset, turn off the

speakerphone, or press the switch hook.

!Important:

Important: 6400-series telephones must have a Drop button administered on the Avaya

communication server in order for the Drop feature in the Avaya IP Agent window

or menus to function properly.

●Hold - Places a call on hold until you can return to it. While the call is on hold, you can

place another call, activate a feature, or answer another call.

●Transfer - Sends a call from your extension to another extension or outside number. Use

this feature when the other party on the call needs to speak with someone else. There are

three different types of transfers available.

The following types of call transfers are available with Avaya IP Agent:

Basic Transfer - Select Transfer, dial the number on the keyboard or the Dial Pad,

announce the call, and select Transfer again.

Unsupervised Transfer - Select Transfer, enter the number to be called in the

displayed dialog box, and select the OK button to transfer the call. You are not able to

talk to the party receiving the transferred call with this type of transfer.

Enhanced Transfer - Select Transfer, enter the number to be called in the displayed

dialog, and select OK. You can announce the call and then, in the displayed message

box, select OK to complete the transfer or Cancel to abort the transfer.

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Avaya IP Agent Installation and User Guide for Citrix June 2007 113

●Conference - Adds other parties to a call. There are two different types of conferences

available.

The following types of call conferencing are available with Avaya IP Agent:

Basic Conference - Select Conference which displays another call appearance. Dial

the number of the party to add to the conference through the keyboard or the Dial Pad,

announce the conference to the new party, and select Conference again to add the

new party.

Enhanced Conference - Select Conference which displays a dialog box. Enter the

number to call in the appropriate field, and select the OK button. After you announce

the conference to the new party, select the Yes button in the resulting message box to

add the new party.

View menu

The following items are available on the View menu:

●Phone Display - Enabling this item displays a panel above the status bar. This panel can

display information from sources such as VuStats or call-prompting digits.

●Dial Pad - Enabling this item displays a Dial Pad window, which contains a series of

numbers and symbols resembling a telephone keypad. Use your mouse to dial numbers

on the Dial Pad.

●Toolbars > Show Labels - Enabling this item displays labels for the buttons on the Phone

buttons toolbar, the Agent toolbar, and the Phone features toolbar.

●Toolbars > Phone Buttons - Enabling this item displays the Phone buttons toolbar, which

contains buttons for the Drop, Transfer, Conference, and Hold functions.

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●Toolbars > Dial Number - Enabling this item displays the Dial Number toolbar, which

provides a field for entering digits. It also contains the buttons used to access the Call

History feature, the Phone Directory feature, the Dial Pad, and the Search Public Directory

feature.

●Toolbars > Audio Control -This item is not supported for the Windows Terminal Services

edition of Avaya IP Agent.

●Toolbars > Agent - Enabling this item displays the Agent toolbar, which an agent can use

to change their work modes. It also contains a Login/Logout button for agents.

●Toolbars > Phone Features - Enabling this item displays the Phone features toolbar,

which is populated with previously selected folders from the Phone Features window.

When you select a folder on this toolbar, a list is displayed with all of the available features

that are currently assigned to that folder.

●Toolbars > Feature Buttons - Enabling this item displays the Feature button toolbar,

which is populated with previously selected buttons from the Phone Features window.

Buttons on this toolbar have an associated lamp that identifies the status of the feature the

button represents.

●Toolbars > Headset - Enabling this item displays the Headset toolbar, which contains a

button for answering a call or creating a new call appearance when a call is not currently

active.

●Status Bar - Enabling this item displays the Status Bar at the bottom of the Avaya IP Agent

main window. The Status Bar displays different types of information, such as current

activity, notification of voice messages, the state of Avaya IP Agent, and tooltips.

●Alternate Interfaces - This menu item lists all alternate user interfaces that have been

installed with Avaya IP Agent. The alternate user interfaces use much less desktop space

than the default interface. See Using alternate user interfaces on page 52 for more

information.

Agent menu

The following items are available on the Agent menu:

●Agent Login - This item displays the Agent Login dialog box for entering your EAS Agent

Main window and menus

Avaya IP Agent Installation and User Guide for Citrix June 2007 115

●Agent Logout - This item enables you to log out so that calls are not routed to this

extension.

●Auto-In Mode - This is an Automatic Call Distribution (ACD) work mode. Agents in the

Auto-In mode are available to receive new calls upon completion of the current call.

●Manual-In Mode - This is an ACD work mode. Agents must use the Manual-In feature to

re-enter the AVAIL (Available) work mode from the AUX (Auxiliary Work) work or the ACW

(After Call Work) work mode.

●After Call Work (ACW) - This is an ACD work mode that indicates that an agent is

performing tasks related to the last call.

●Auxiliary Work Mode (AUX) - This is an ACD work mode that indicates that an agent is

not available to receive an ACD call. Depending on how the ACD is administered, the AUX

work mode can require that agents provide a reason code before the work mode can be

assigned. Multiple Auxiliary Work buttons with different reason codes can be assigned to

an extension.

●Assist - This item initiates a request for assistance from a skill supervisor.

Tools menu

The following items are available on the Tools menu:

●Phone Features - Selecting this item displays the Phone Features window which, lists

the feature buttons that have been assigned to this extension.

●Personal Phone Features - Selecting this item displays the Personal Phone Features

window, which is used to create a smaller list of phone features that are used often or for

ease of access.

●Call History - Selecting this item displays the Call History window, which displays a log of

all calls received by this extension. This log includes name, number, date, time, duration,

and call notes.

●Phone Directory - Selecting this item displays the Phone Directory window, which is

used to store names, addresses, phone numbers, and other information. See Using the

Phone Directory on page 77 for more information.

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116 Avaya IP Agent Installation and User Guide for Citrix June 2007

●Search Public Directory - Selecting this item displays the Search Public Directory

window, which allows you to search Lightweight Directory Access Protocol (LDAP) servers

by any field defined in the public directory. See Using a Public Directory with Avaya IP

Agent on page 85 for more information.

●Screen Pops - Selecting this item displays the Screen Pops window, which lists all the

screen pops that are defined on this personal computer. See Screen pops on page 95 for

more information.

●VuStats Monitor - Selecting this item displays the VuStats Monitor window, which is used

to view the VuStats information being sent to this extension. See Using VuStats on

page 57 for more information.

●Program Options - Selecting this item displays the Program Options dialog box for

Avaya IP Agent. See Avaya IP Agent option dialogs on page 122 for more information.

Audio menu

Note:

Note: The playing of ring sounds through Windows Terminal Services is supported

when the client uses Microsoft Remote Desktop and Citrix ICA software. The

client cannot access the server through Terminal Services Client software.

The following item is available on the Audio menu:

●Volume and Ringer Settings - Selecting this item displays the Volume and Ringer

Settings dialog box. Through this dialog box, you can adjust the volume for your ringer or

mute it.

For more information, see Volume and Ringer Settings dialog box on page 140.

Main window and menus

Avaya IP Agent Installation and User Guide for Citrix June 2007 117

Help menu

The following items are available on the Help menu:

●Contents - Selecting this item displays the table of contents for Avaya IP Agent online

help.

●About Avaya IP Agent - Selecting this item displays the About dialog box which provides

product information for Avaya IP Agent.

Toolbars

This section provides descriptions and additional information on the toolbars of the Avaya IP

Agent window. Toolbars contain buttons that provide quick access to specific commands and

tools. Toolbars can be added or removed from the main window by selecting each one in the

View menu on page 113.

This section contains the following topics:

●Toolbar locations on page 117

●Phone buttons toolbar on page 118

●Dial Number toolbar on page 118

●Agent toolbar on page 119

●Phone features toolbar on page 119

●Feature button toolbar on page 119

●Headset toolbar on page 120

Toolbar locations

Each toolbar can be moved to any location in the main window.

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To move a toolbar:

1. Move the mouse pointer on the far-left side of the toolbar until the mouse pointer changes

its appearance to the resizing icon.

2. Click and hold the left mouse button.

3. Drag the toolbar to the necessary location. The toolbar will change positions as you move

it over different areas of the main window.

4. When the toolbar is correctly positioned in its new location, release the left mouse button.

Phone buttons toolbar

The Phone buttons toolbar provides quick access to the basic phone buttons: Hold, Drop,

Transfer, and Conference.

The Transfer and Conference buttons provide drop-down lists that allow the agent to select the

type of transfer or conference to make.

Dial Number toolbar

The Dial Number toolbar contains the Number field for entering telephone numbers to dial.

Additionally, this field can be used to enter the first characters of a name from the Phone

Directory. If the first character of the string entered in this field is a letter, the title of the field will

be changed from Number to Name. When you enter a partial name in this field and press the

Enter key or click the telephone button on the right side of the field, a list is displayed with all

entries in the Phone Directory that match the string of characters.

For example, entering Sm in the field and pressing the Enter key could display a pop-up menu

with the following entries in the Phone Directory:

This field will search for entries only in the Phone Directory. It cannot be used to search a

public directory (LDAP).

This toolbar also contains the following features that you can access with a single click:

●Dial Pad window

●Phone Directory window

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Avaya IP Agent Installation and User Guide for Citrix June 2007 119

●Speed-dial drop-down list

●Call History window

●Recent call drop-down list

●Search Public Directory window

Agent toolbar

The Agent toolbar provides buttons for agent login and logout, as well as agent work modes for

Avaya communication servers with Expert Agent Selection (EAS).

Note:

Note: If multiple Auxiliary Work buttons with differing reason codes are assigned to this

extension, an arrow is displayed to the right of the Aux Work button. When you

select this arrow, a menu that lists all of the Auxiliary Work reason codes is

displayed. Select the appropriate reason code from this menu.

Phone features toolbar

The Phone features toolbar can display one or more folders from the Phone Features window.

When you click a button in this toolbar, Avaya IP Agent displays a list of the items contained

within the associated folder.

To display items on this toolbar, open the Phone Features window, right-click on the folder that

you want to display, and select Display on Toolbar.

Note:

Note: This toolbar can support a maximum of seven buttons.

Feature button toolbar

The Feature button toolbar can display one or more items from the Phone Features window.

To display items on this toolbar, open the Phone Features window, right-click on a feature that

you want to display, and select Display on Toolbar.

Note:

Note: This toolbar can support a maximum of seven buttons.

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Headset toolbar

The Headset toolbar contains a button used to toggle the headset or handset on and off hook.

Note:

Note: If this station has been set as a 606A1 phone type on the Avaya communication

server, this button may not function properly in the Telecommuter configuration.

Information panels

This section contains descriptions and information on the areas of the main window that display

information to the user.

There are three different types of panels in Avaya IP Agent, which are described in the following

topics:

●Call Information Panel on page 120

●Agent Information Panel on page 121

●Phone Display Panel on page 121

Call Information Panel

Avaya IP Agent displays the Call Information Panel (CIP) only during incoming and outgoing

calls. It provides information about the call, such as call status, call display, call duration. It also

displays an Answer/ Release/ Reconnect button.

If a call is currently active and the other party is listed in the Phone Directory, that name is

displayed in the CIP instead of the information passed from the ACD.

The call status, incoming, outgoing, or on-hold, is displayed in the first section. Right-click the

CIP to display a pop-up menu containing available options for this call, such as hold, transfer,

and conference.

The timer in this panel displays the amount of time that has elapsed for a call and the work done

in a subsequent non-active work mode, such as ACW. When an agent enters Auto-In or

Manual-In mode, the timer is reset to 0.

Note:

Note: To disable the call timer, see How to remove the call timer on page 154.

Main window and menus

Avaya IP Agent Installation and User Guide for Citrix June 2007 121

Agent Information Panel

Avaya IP Agent displays the Agent Information Panel when agent status information is available

and no calls are currently active. If you are logged in as an agent, the status information also

includes the current agent work mode.

Phone Display Panel

The Phone Display Panel is a 40-character display that is located above the Status Bar. This

display area is updated automatically with call-related and non-call-related information from the

Avaya communication server, such as call-prompting digits, VuStats data, and the local date

and time display from the ACD. Only those telephone types that are capable of displaying 80

characters are compatible with this feature. See Compatible telephone types for Avaya IP

Agent on page 14 for compatible telephone types.

System Tray icon

The Avaya IP Agent System Tray icon is an easy way to access commonly used features and to

change your agent work mode.

To display the System Tray icon menu, right-click the icon.

If you are not logged in as an agent, the work mode entries in this menu will not be displayed.

Placing calls through the System Tray icon

If you highlight a telephone number, right-click the selection, and select Copy, that number is

saved to the Windows clipboard. Then, if you right-click the Avaya IP Agent System Tray icon,

the top item of the resulting pop-up menu will display the telephone number that you copied to

the clipboard.

Allow for calling telephone numbers with letters, such as 1-800-GO-AVAYA.

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Call handling with the System Tray icon

The Avaya IP Agent System Tray icon can also be used to access common telephone

functionality, such as placing a call on Hold.

To use the capability, you must be on a call when you right-click the System Tray icon.

Avaya IP Agent option dialogs

Use the Program Options dialog box to configure the many feature areas of Avaya IP Agent.

Select Tools > Program Options... to display this dialog box.

This section contains descriptions for the following panels of the Program Options dialog box:

●General Settings panel on page 123

●ACD Agent panel on page 124

Avaya IP Agent

System Tray icon

dialing item

Avaya IP Agent option dialogs

Avaya IP Agent Installation and User Guide for Citrix June 2007 123

●Call Handling panel on page 125

●Call History panel on page 126

●Call Information Display panel on page 127

●User Interface Options panel on page 128

●External Number Format panel on page 129

●Event Logging panel on page 130

●Voice Message Number panel on page 131

●Feature Access panel on page 132

General Settings panel

The General Settings panel contains the following items:

●Enable automatic login - When this check box is enabled, Avaya IP Agent attempts to

was last used for a successful registration with the Avaya communication server.

●Enable support for auto-answer - When this check box is enabled, Avaya IP Agent

automatically connects an incoming call without requiring the agent to pick up the handset

or select the Answer or headset buttons on the main window. For this functionality, the

auto-answer feature on the Avaya communication server must be assigned to this

extension. After activating support for auto-answer, you must restart Avaya IP Agent.

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ACD Agent panel

The ACD Agent panel contains the following items:

●Configure program for EAS agent support - When this check box is enabled, Avaya IP

Agent supports the Expert Agent Selection (EAS) feature for Avaya communication

servers. Otherwise, Avaya IP Agent supports a non-EAS environment. EAS environments

use skills and non-EAS environments use splits.

●Prompt for agent ID and password during agent login - When this check box is

enabled, Avaya IP Agent displays a dialog box when an agent requests a login to the

Avaya communication server. The dialog box prompts the agent for agent ID and

password.

●Save agent password during agent login - When this check box is enabled, Avaya IP

Agent saves the password of an agent after a successful login.

●Automatically log into the ACD - When this check box is enabled, Avaya IP Agent

attempts to automatically log the agent in to the Avaya communication server after

successful extension registration.

Avaya IP Agent option dialogs

Avaya IP Agent Installation and User Guide for Citrix June 2007 125

Call Handling panel

The Call Handling panel contains the following items:

●Call Transfer - Use Basic Transfer - Selecting this option sets the default transfer mode

to the basic method.

●Call Transfer - Use Unsupervised Transfer - Selecting this option sets the default

transfer mode to the unsupervised method.

●Call Transfer - Use Enhanced Transfer - Selecting this option sets the default transfer

mode to the enhanced method.

●Call Conferencing - Use Enhanced Conference - Enabling this check box sets the

default conferencing mode to the enhanced method. Otherwise, Avaya IP Agent uses the

basic conferencing mode.

Note:

Note: The default transfer mode in this panel is changed if you select a different transfer

mode from the main window. For example, if you set Use Basic Transfer in this

panel, but select to use an Enhanced Transfer from the main window, Use

Enhanced Transfer is now set as the default in this panel.

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Call History panel

The Call History panel contains the following items:

●Log incoming calls - When this check box is enabled, Avaya IP Agent makes a record of

all calls received at this station in the Call History log.

●Log outgoing calls - When this check box is enabled, Avaya IP Agent makes a record of

all calls made from this station in the Call History log.

●Months to keep calls in log - Use this field to specify the number of months for which

records are stored in the Call History log.

●Number of recent calls displayed - Use this field to specify the number of records that

are displayed when you click the Call History quick list on the Dial Number toolbar.

●Clear history - Selecting this button clears all records from the Call History log.

Avaya IP Agent option dialogs

Avaya IP Agent Installation and User Guide for Citrix June 2007 127

Call Information Display panel

The Call Information Display panel contains the following items:

●Display call information on the title bar during a call - When this check box is enabled,

Avaya IP Agent displays information about the active call in the title bar of the main

window.

●Replace call information with phone directory entry - When this check box is enabled,

Avaya IP Agent uses the information from the Phone Directory if the telephone number

for the active call is found. If the telephone number for the active call is not found, the call

information from the Avaya communication server is displayed.

●Display call information using Japanese font - When this check box is enabled, Avaya

IP Agent displays all information in Japanese. This feature is available only if the Japanese

version of Avaya IP Agent was installed.

●Enter the size of the font to be used to display call information on Call Information

Panel - Use this field to select the point size of the font that Avaya IP Agent uses to display

call information in the Call Information Panel on the main window.

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User Interface Options panel

The User Interface Options panel contains the following items:

●Always display the main window on top - When this check box is enabled, Avaya IP

Agent always appears in the foreground of your Windows desktop, in front of all other

application windows.

●Display tooltips for toolbars - When this check box is enabled, tooltips appear when the

mouse cursor is placed over buttons on the toolbars of the main window.

●Display letters on the dialpad - When this check box is enabled, the Dial Pad displays

the letters that correspond to the numbers on the number pad of a telephone.

●Display the Shortcut icon in the system tray - When this check box is enabled, the

Avaya IP Agent icon is displayed in the System Tray on the Windows task bar.

●Incoming Calls - Display the main window for incoming calls - When this check box is

enabled and a call is received, the main window is displayed in front of any other

application windows that are currently open.

●Incoming Calls - Flash window for incoming calls - When this check box is enabled,

the title of the main window in the task bar flashes when a call is incoming. This behavior

resembles selection and de-selection of the window.

Avaya IP Agent option dialogs

Avaya IP Agent Installation and User Guide for Citrix June 2007 129

External Number Format panel

Note:

Note: The first three controls in this panel are automatically disabled if you have set

your dialing properties for the United States. The controls are only available for

those countries outside of the United States.

For countries outside the United States, information must be provided in this panel

regarding the format of telephone numbers within the country. Using this panel, you

can set the maximum and minimum length of telephone numbers used within the

country, including city codes. This information determines when the code for another

country should be added to a telephone number so that the number can be stored in

the correct format.

The External Number Format panel contains the following items:

●Maximum number of digits in city code - Specify the number of digits that are dialed for

telephone numbers that use a code to identify a city.

●Minimum number of digits in phone number, including city code - Specify the fewest

number of digits that can be used to dial an external call. This number should also include

the code used to identify a city.

●Maximum number of digits in phone number, including city code - Specify the largest

number of digits that can be used to dial an external call. This number should also include

the code used to identify a city.

●Enable 7 digit dial plan for internal calls - Enable this check box if your contact center

uses a seven-digit dial plan. Dial plans of more than five digits are available only through

MultiVantage or Communication Manager systems. When this check box is enabled,

Avaya IP Agent treats a dialed number consisting of seven digits as an internal extension.

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130 Avaya IP Agent Installation and User Guide for Citrix June 2007

Event Logging panel

The Event Logging panel contains the following items:

●Enable logging for IP Agent - When this check box is enabled, all associated program

activity is recorded. Avaya support personnel use this information to determine the cause

of any problems with Avaya IP Agent.

●View Log - Select this button to display the Avaya IP Agent log file.

●Monitor - Select this button to display the Events Monitor window. This window displays

all Avaya IP Agent events that are recorded with the logging feature. This window displays

information only if the Enable logging for IP Agent check box is enabled.

Avaya IP Agent option dialogs

Avaya IP Agent Installation and User Guide for Citrix June 2007 131

Voice Message Number panel

The options on this dialog determine what action is taken when you click the voice message

icon in the System Tray.

Note:

Note: This icon is displayed only when voice messages exist for an extension.

The Voice Message Number panel contains the following items:

●Do nothing - Avaya IP Agent does not initiate any action when you click the icon.

●Dial this number - Select this option and provide a telephone number or extension to dial

in the associated field. When you click the icon, Avaya IP Agent dials the number in this

field.

●Use Application - Select this option and provide the path and filename of an executable

program file for Avaya IP Agent to run when you click the icon.

●Goto URL - Select this option and provide a Uniform Resource Locator (URL) address

that will be opened when you click the icon.

Chapter 10: Dialog Reference

132 Avaya IP Agent Installation and User Guide for Citrix June 2007

Feature Access panel

!Important:

Important: In order for the Disable Modification feature to function properly, an

administrative password must be set through the Set Password button. If a

password is not set, the Disable Modification check box can have a check mark

placed in it, but it cannot restrict users from modifying any options because a

password must be used for validation.

Use the Feature Access panel to restrict users from administering or making changes to the

various features of Avaya IP Agent. When any changes are made to these feature areas, you

must restart Avaya IP Agent for these restrictions to take effect.

The Feature Access panel contains the following items:

●Feature List - Each of the Avaya IP Agent areas listed in this box can be protected from

modifications. To select a feature area, click on the feature in this list.

●Disable Access - When this check box is enabled, users are restricted from accessing the

specified feature panel. This option is not available for the Program Options feature.

When access to a feature is disabled, the feature does not appear in the menus on the

menu bar of the main window.

●Disable Modification - When this check box is enabled, users cannot alter the feature.

●Disable Selection - When this check box is enabled, users cannot activate a screen pop

by double-clicking it in the Screen Pops window.

●Set Password/Enter Password - Select this button to display the Change Password...

dialog box. When you enter a password, the options for the Feature Access dialog box

cannot be changed until the proper password is entered.

Avaya IP Agent Installation and User Guide for Citrix June 2007 133

Note:

Note: The Event Logging panel is always available, even if you have restricted access

to all features. In this manner, agents can activate logging without administrator

intervention. You should need to record event logs only if they are requested by

Avaya technical support personnel.

Use the Login Settings dialog box to specify the necessary data for the Telecommuter

configuration. This dialog box is accessed by pressing the Settings button on the Login

window that is used to register with an Avaya communication server.

This section contains the following topics:

●Login tab on page 134

●Call Server tab on page 135

●Audio tab on page 136

●Emergency tab on page 137

●Advanced tab on page 138

Chapter 10: Dialog Reference

134 Avaya IP Agent Installation and User Guide for Citrix June 2007

The Login tab of the Login Settings dialog box contains the following controls:

●Extension - The extension number used in conjunction with Avaya IP Agent.

●Password - The numeric password associated with the specified extension number.

●Remember password for next login session - When this check box is enabled, the

communication server. If you are concerned about the possibility of unauthorized persons

assuming this identity, leave this check box blank.

●Automatically login if possible when application restarts - When this check box is

enabled, logging in to the Avaya communication server is attempted automatically when

Avaya IP Agent is started.

●Dialing Location - Specify the dialing configuration that Windows should use when

making telephone calls. For example, an agent using a notebook computer may have one

configuration that dials 9 for an outside line when in the office, and a separate

configuration that does not dial 9 when the notebook computer is used in other locations.

●Properties - Select this button to display or modify the configuration specified in Dialing

Location list.

Avaya IP Agent Installation and User Guide for Citrix June 2007 135

Call Server tab

The Server tab of the Login Settings dialog box contains the following controls:

●Primary Server Address - This field contains the domain name or IP address of the

Avaya communication server that this extension will connect to.

●Alternate Server Addresses - This list box is automatically populated after registration of

the Avaya communication server, specified in the Primary Server Address field,

completes successfully. If communication with the primary Avaya communication server

fails after Avaya IP Agent successfully registers with it, Avaya IP Agent attempts to use the

other Avaya communication servers in this field.

●Number of alternate servers - This area displays the number of communication servers

that are available in the Alternate Server Addresses field.

●Add - This button allows manual addition of an Avaya communication server to the list of

alternate Avaya communication servers.

●Remove - Select this button to remove the currently highlighted communication server in

the Alternate Server Addresses list. Removing an Avaya communication server from the

list in this manner affects only the current Avaya IP Agent session. If you log off from the

Avaya communication server or shut down Avaya IP Agent and then reconnect, this list of

alternate server addresses is again refreshed from the list kept on the Avaya

communication server.

Chapter 10: Dialog Reference

136 Avaya IP Agent Installation and User Guide for Citrix June 2007

Audio tab

The Audio tab of the Login Settings dialog box contains the following controls:

●Road Warrior (Voice over IP) - This field is not supported for the Windows Terminal

Services edition of Avaya IP Agent.

●Bandwidth Setting - This field is not supported for the Windows Terminal Services edition

of Avaya IP Agent.

●Telecommuter - Select this option to specify that the data channel is routed through the

personal computer using Internet Protocol and that voice communications are conducted

through a telephone. This is the only option available for the Windows Terminal Services

edition of Avaya IP Agent.

●Telephone at - Enter or select the telephone number through which voice communications

are to be conducted.

Avaya IP Agent Installation and User Guide for Citrix June 2007 137

Emergency tab

The Emergency tab of the Login Settings dialog box contains the following controls:

●Enable Emergency Call Handling feature - When this check box is enabled, Avaya IP

Agent notifies the Avaya communication server that this endpoint supports this feature and

that emergency calls placed from this endpoint should transmit the specified telephone or

extension number to emergency services.

●Your extension number - Select this option if you want your extension number to be

transmitted to emergency services personnel when an emergency call is made.

●Telephone number - Select this option if you want a specific telephone number to be

transmitted to emergency services personnel when an emergency call is made. Enter the

telephone number in the associated field. See Configuring the Emergency Call Handling

Service on page 37 for more information regarding this feature.

Chapter 10: Dialog Reference

138 Avaya IP Agent Installation and User Guide for Citrix June 2007

Advanced tab

The Advanced tab of the Login Settings dialog box contains the following controls:

●Choose from the following port range to communicate with the server - When this

check box is enabled, Avaya iClarity IP Audio will use the port range that you specify in the

associated fields. This feature is used to restrict the Avaya iClarity IP Audio to a limited

range of ports with which to communicate through a network firewall. Avaya iClarity IP

Audio uses the UDP and TCP/IP protocols in association with this range.

Note:

Note: The range specified must cover a range of at least 100 ports.

●Lowest port number - Enter the lowest port that Avaya iClarity IP Audio will use. The

minimum for this field is 1025.

●Highest port number - Enter the highest port that Avaya iClarity IP Audio will use. The

maximum for this field is 65535.

Audio Port Range Administration

On the Avaya communication server, use the UDP Port Range fields on the IP Network

Region administration screen to configure the port selections for an IP endpoint.

Avaya IP Agent Installation and User Guide for Citrix June 2007 139

Prior to administering the audio port range values, you must set the IP network region with

which the endpoint will be associated. See the documentation for your Avaya communication

server for information on network regions.

It is important that the intersection of the audio port ranges set for Avaya iClarity IP Audio and

for the Avaya communication server overlap by at least 100 ports. In the event that the overlap

is less than 100, the range reported by the Avaya communication server is ignored.

For example, if the port range is set to 51000-51100 and the Avaya communication server

reports an audio port range of 50950-51005, then the overlap is 5 and Avaya iClarity IP Audio

ignores the range reported by the Avaya communication server.

Note:

Note: The Avaya communication server may require that you enable ports 1719 and

1720 on your firewall for proper communication.

Chapter 10: Dialog Reference

140 Avaya IP Agent Installation and User Guide for Citrix June 2007

Volume and Ringer Settings dialog box

The Volume and Ringer Settings dialog box contains the following applicable items:

Ringer

●Volume - Use this slider to adjust the volume of the sound that is played through your

speakers or headset that occurs when you receive an incoming call.

●Mute - Enable this check box to eliminate any sound that indicates an incoming call.

Note:

Note: The unavailable fields you see displayed on this window are not supported for the

Windows Terminal Services edition of Avaya IP Agent.

Avaya IP Agent Installation and User Guide for Citrix June 2007 141

Appendix A: Shortcut keys

This section contains quick reference information for shortcut keys.

Shortcut keys refer to key combinations that you can use to invoke a particular command. For

example, to place a call on hold, you can press Ctrl + H. Some of the most commonly used

shortcut keys are shown in this section. In order for shortcut keys to work as documented, the

Avaya IP Agent window must have focus as the current application.

Shortcut key functions

This section contains the shortcut keys that can be used when the Avaya IP Agent is the

currently selected window on your desktop. These shortcut keys are divided into the following

categories:

●Call features on page 141

●Agent features on page 142

●Avaya IP Agent features on page 142

●Windows features on page 143

Call features

To... Press...

Place a call on hold Ctrl + H

Transfer a call Ctrl + T to dial the number and then again

to transfer the call

Conference another party Ctrl + F to dial the number and then again

to conference the call

Appendix A: Shortcut keys

142 Avaya IP Agent Installation and User Guide for Citrix June 2007

Agent features

Avaya IP Agent features

To... Press...

Log out Ctrl + Del

Change to After Call Work (ACW) mode Ctrl + W

Change to Auxiliary Work (AUX) mode Ctrl + A

Change Available mode assignment to automatic (Auto-In) Ctrl + I

Change Available mode assignment to manual (Manual-In) Ctrl + M

Request supervisor assistance (Assist) Ctrl + S

Mark an event log entry Ctrl + E

Use this key combination

to place an identifier on a

line in the event log. This

can be used to indicate

when you notice a

problem. This feature is

only available when the

event logging feature is

enabled.

To... Press...

Display the Call menu for an incoming call Alt + C

Display the Call History window Alt + H

Display the Phone Directory window Alt + D

Display the Search Public Directory window Alt + S

Display online help F1

Shortcut key functions

Avaya IP Agent Installation and User Guide for Citrix June 2007 143

Windows features

Exit Avaya IP Agent or close the current active window Alt + F4

View the Properties of the selected item in the Search

Public Directory, Screen Pops, or Phone Directory

windows.

Alt + Enter

To... Press...

Alternate between running applications Alt + Tab

Cut selected text to the clipboard Ctrl + X

Copy the selected text to the clipboard Ctrl + C

Paste clipboard contents to the selected area Ctrl + V

Appendix A: Shortcut keys

144 Avaya IP Agent Installation and User Guide for Citrix June 2007

Avaya IP Agent Installation and User Guide for Citrix June 2007 145

Appendix B: Language support

This section contains quick reference information for supported languages.

Untranslated components

The following Avaya IP Agent components are provided only in English:

●Installation

●Event log

●Avaya IP Agent internal files

●Shortcut keys

●readme.txt file

●Uninstall program

Supported languages for Avaya IP Agent

The following languages are supported with Avaya IP Agent:

●English (US)

●Italian

●French

●German

●Portuguese (Brazilian)

●Spanish

●Japanese

●Korean

●Chinese (Simplified)

Appendix B: Language support

146 Avaya IP Agent Installation and User Guide for Citrix June 2007

The English version of Avaya IP Agent can be installed on supported operating systems using

the languages specified above. Other language versions of Avaya IP Agent can be installed

only on supported operating systems using that language. For example, the German version of

Avaya IP Agent can be installed only on supported operating systems using German.

Avaya IP Agent Installation and User Guide for Citrix June 2007 147

Appendix C: Troubleshooting

This section contains information used for troubleshooting problems with Avaya IP Agent. It is

divided into the following topic areas so that it is easy for you to locate the information that you

need:

●Diagnostic log files on page 147

●Login on page 148

●Making and receiving calls on page 150

●Other on page 152

●Alternative solution possibilities on page 154

Diagnostic log files

In the event an unhandled exception occurs in IP Agent, two log files will be generated in the

<application data>\Log Files folder. If IP Agent is installed into the default directory, the log

files will be found in:

C:\Documents and Settings\<user>\Application Data\Avaya\Avaya IP Agent\Log Files

The following table describes the generated log files:

Filename Contents

Diagnostic_(mm-dd-yyyyhh.mm.ss).dmp1The captured binary mini-dump file generated when an

unhandled exception occurs in ipagent.exe.

Module_List_(mm-dd-yyyy hh.mm.ss).txt Ascii text file which includes summary information

regarding the unhandled exception and a version listing

of the modules loaded at application runtime.

1. The mm-dd-yy hh.mm.ss value indicates the local system time when the exception occurred. Usethe timestamp to

pair the Diagnostic and Module List files together.

Appendix C: Troubleshooting

148 Avaya IP Agent Installation and User Guide for Citrix June 2007

This section lists those problems associated with registering with the Avaya communication

server and logging in as an agent.

Problem What to do

Cannot register with the Avaya

communication server.

Check for a valid configuration:

●Avaya IP Agent has limited support for

firewalls and Virtual Private Networks

(VPN). See Advanced tab on page 138

for more information on configuring

Avaya IP Agent for use with VPNs.

●An Avaya communication server earlier

than DEFINITY R10 cannot be used for

Avaya IP Agent. MultiVantage and

Communication Manager servers are

fully supported.

●Ensure that the network connection

from the personal computer is

operating normally.

●Ensure that the integrated firewall

feature of Windows XP is disabled. If

this feature is enabled, iClarity IP Audio

cannot function properly.

Agents cannot log in to EAS. Ensure that the following administration

items have been addressed:

●Feature Access Codes are

administered.

●If the Avaya communication server has

the station set for Auto-answer, ensure

that Avaya IP Agent has the Enable

support for auto-answer option

enabled in the Program Options

window.

●Ensure that the station is configured for

an AUX button. Without this button,

agents cannot log in correctly if the

Avaya communication server is

configured so that agents must enter

AUX work mode when logging in to

EAS.

You changed your login extension but the

Avaya communication server does not

recognize your login.

Restart your personal computer and

attempt the login procedure again.

Avaya IP Agent Installation and User Guide for Citrix June 2007 149

The agent does not seem to be logged in

because all of the icons are still disabled.

Verify the following configuration items:

●On the Avaya communication server,

verify that the station has the following

work mode features assigned to

buttons. If these buttons are not

assigned to the station, Avaya IP Agent

cannot enable the work modes on

Agent toolbar:

Auto-in or Manual-in

After Call Work (ACW) (optional)

Auxiliary Work (AUX).

●On the Avaya communication server,

verify that the first AUX work mode

button assigned to the station has a

blank reason code or a reason code of

The agent logs in but is immediately logged

out.

If the station or agent is administered as

auto-answer on the Avaya communication

server, you must activate Enable support

for auto-answer in the Program Options

for Avaya IP Agent. After changing this

setting in Avaya IP Agent, you must restart

Avaya IP Agent for the change to take

effect.

Agents are logged off repeatedly from EAS

or the Avaya communication server.

●Ensure that the network is not having

stability problems or failures in service.

●On the Avaya communication server,

ensure that the Auto-In field for the

agent is set to station and not aux.

Also, ensure that the Enable

automatic login option in the Program

Options dialog for Avaya IP Agent is

activated.

Problem What to do

Appendix C: Troubleshooting

150 Avaya IP Agent Installation and User Guide for Citrix June 2007

Making and receiving calls

This section lists problems that are associated with placing outgoing calls and receiving

incoming ACD calls through Avaya IP Agent.

Problem What to do

Agents cannot place calls. ●Ensure that the agent is logged in.

●Check the Windows Dialing Properties

to rule out improper number formatting.

Dialing rules must conform to the

dialing rules of the country in which the

Avaya communication server resides.

●Ensure that calling cards are not being

used.

Making and receiving calls

Avaya IP Agent Installation and User Guide for Citrix June 2007 151

Picking up the handset does not

automatically answer the incoming call

displayed in the Avaya IP Agent window.

●Ensure that the Service Link

Mode: for the station is set to

as-needed.

●Ensure that the Enable support for

auto-answer option is disabled. This

option is found in the Program

Options in Avaya IP Agent. If this

option is enabled, disable it and then

reboot your personal computer.

●The auto-answer feature must be

configured in Avaya IP Agent and for

the station definition on the Avaya

communication server.

The Avaya IP Agent main window does not

display that a call is incoming until the

second or third ring.

The main window is very slow in displaying

the Call Information Panel for an incoming

call.

●The processor of the personal

computer is being used too heavily. To

resolve this problem, close one or more

applications to decrease the load on

the processor.

●A virus scanning program is monitoring

and validating the activity of the

executable files for Avaya IP Agent and

any log files. To resolve this problem,

configure the virus scanning

application to not scan the directory

where Avaya IP Agent was installed.

By default, this location is as follows:

C:\Program Files\Avaya\

Avaya IP Agent

Alternatively, you can configure your

virus scan program to scan instances

only where program files are written to

instead of all file types. This will

decrease the necessity of your virus

program to scan the log files that are

modified in Avaya IP Agent when a call

is received.

●Ensure that there is enough network

bandwidth for Avaya IP Agent to

receive the data channel information in

a timely manner.

Problem What to do

Appendix C: Troubleshooting

152 Avaya IP Agent Installation and User Guide for Citrix June 2007

Other

This section lists general problems that one might encounter with Avaya IP Agent.

Problem What to do

Collected digit information is not displayed. ●You must have a callr-info button

assigned for non-Callmaster

telephones so that collected digit

information is displayed. Buttons are

configured for extensions through the

change station command on the

Avaya communication server.

●Ensure that VuStats is deactivated.

This can be done by double-clicking on

the Normal Mode button in the Phone

Features window.

User-to-User-Information (UUI) is not being

displayed.

On the Avaya communication server,

ensure that the UUI IE Treatment field in

the Trunk-Group definition form is set to

service-provider.

The Call Information Panel (CIP) is not

displaying any data.

This problem can occur if you are

emulating a phone type that is normally

configured to display 40 characters of

information and it is currently in use

because of VuStats, Q-call, or if it is already

busy with information from another

incoming call. You can either change the

phone type emulation to one that displays

80 characters of information or disable

VuStats so that the call information panel is

not committed to displaying this

information. See Compatible telephone

types for Avaya IP Agent on page 14 for

telephones that support 80 character

displays.

Touch-tones are not sent when the agent

presses the buttons of the number pad on

the telephone.

This situation occurs because the data

portion of the Telecommuter configuration

is sent through Avaya IP Agent on the

personal computer and not the telephone.

Use the Dial Pad or the personal computer

keyboard to enter numbers where Dual

Tone Multi-Frequency (DTMF) signals are

needed.

Other

Avaya IP Agent Installation and User Guide for Citrix June 2007 153

Avaya IP Agent is reacting slowly. The Event Logging feature of Avaya IP

Agent can inhibit product performance. If

you are not working with Avaya support

personnel to solve a problem with Avaya IP

Agent, this feature should be disabled.

The settings for one Avaya IP Agent

installation were exported, but the import

did not seem to work on another

installation.

●Ensure that you are not trying to use

exported settings from an Avaya IP

Agent installation on another operating

system. Setting exports from an

operating system, such as Microsoft

Windows Server 2000, cannot be

imported on a different operating

system, such as Microsoft Windows

Server 2003.

●If you are renaming items from the

Phone Features or Personal Phone

Features windows, you must use the

Rename (All Extensions) option.

Otherwise, the name change only

occurs for the specific extension

number.

The button feature assignments were

changed for this extension, but the

assignments either are not displayed in

Avaya IP Agent or they fail to work.

Do the first item in the following list. If the

first item does not correct the problem, use

the subsequent items that are appropriate

for your configuration.

●Select Tools > Phone Features from

the main window and then select

Rebuild All from the menu bar on the

Phone Features window.

●For IP Endpoint configurations, exit and

restart Avaya IP Agent.

Phone Feature buttons do not work or are

performing a different function.

If you are logging in as a different extension

than the one that was just used with Avaya

IP Agent, you must reboot the personal

computer and log in again to regain these

functions.

The agent was in Auto-In mode, received a

call, and selected the After Call Work

mode. When the call was finished, the work

mode changed back to Auto-In.

If the agent needs to use the After Call

Work mode consistently, use the Manual-In

work mode instead of the Auto-In work

mode.

Problem What to do

Appendix C: Troubleshooting

154 Avaya IP Agent Installation and User Guide for Citrix June 2007

Alternative solution possibilities

If the information in this section did not solve your problem, it is possible that areas other than

Avaya IP Agent are at fault. You can investigate the following areas for solutions:

●Firewall configurations

●Network configurations and available bandwidth

●Speed and available resources of the personal computer being used with Avaya IP Agent

●Problems with the Central Office (your telephone service provider)

●Network failures (WAN/LAN)

●Problems occurring in the other party’s telephone system

●Avaya communication server configuration problems

The folders in the Phone Features window

are not in the appropriate language.

This problem occurs when multiple

languages are installed for Avaya IP Agent.

When first opened, the Phone Features

window displays the names of the folders in

the language version of Avaya IP Agent

that is currently running. However, if you

change to a different language version, the

folders in this window retain the language

used when the window was first opened. To

reset the folders to the current language,

select File > Rebuild All from the menu

bar on the Phone Features window. This

action will reset all folders and features.

Any customization you may have made to

feature names will be lost.

How to remove the call timer The call timer can be removed from Call

Information Panels by editing the following

entry in the Registry:

[HKEY_CURRENT_USER\SOFTWARE\Avaya\

Avaya IP Agent\Config\Settings]

"HideCallTimer"=dword:00000001

Fatal errors are occurring when the Call

History window is opened.

This could be a sign that the Avaya IP

Agent database is corrupt. To resolve this

problem, uninstall and reinstall Avaya IP

Agent. Any data stored in the database

previous to this action is lost.

Problem What to do

Avaya IP Agent Installation and User Guide for Citrix June 2007 155

Glossary

Abbreviated Dial

Feature

Allows the agent to store telephone numbers, that the agent selects, for quicker

and easier dialing by selecting a single button. Each number can be a complete

or partial telephone number, an extension number, or a trunk or feature code.

ACD See Automatic Call Distribution (ACD).

Active Call A call appearance state where the voice (talk) path between two parties has

been connected.

ACW See After Call Work (ACW).

Add/Remove

Programs

A Microsoft Windows feature that allows you to remove programs that have

been installed on your computer. The Add/Remove Programs component is

found in the Control Panel.

After Call Work

(ACW)

An ACD agent work mode in which agents are performing tasks related to a

previously completed call. In this mode, the agents are unavailable to receive

ACD calls.

Agent A person who receives calls that are delivered from a split or skill.

Agent Mode An agent logs into an Avaya communication server with a specific agent ID,

which is associated with certain assigned skills and configuration settings. Do

not confuse this with registering as an extension with the Avaya communication

server as an agent must first register as an extension before logging in with an

agent ID.

Logging in as an agent enables the Agent toolbar in the main window.

Agent Skill A centrally-defined attribute that is associated with an EAS ACD agent ID,

which represents a certain ability or assignment for that agent. An agent can be

assigned up to 20 skills. The meaning of each Agent Skill is customizable.

Examples of what could be considered skills are: the ability to speak a

particular language or the expertise to handle a certain product.

Agent work mode A feature of agent call handling. Agent work modes are the different call work

modes and call states an agent can be in (logins, logouts, After Call Work, AUX,

and so forth). Data about these states is displayed in the history log.

Agent toolbar A toolbar that provides buttons for agent login and logout and agent modes,

such as Auto-In, Manual-In, and After Call Work.

Alternate

Gatekeeper

A feature of Avaya communication servers that notifies IP endpoints of all IP

addresses for a network region. If communication fails with an IP address on

the Avaya communication server, Avaya IP Agent attempts to reconnect with

another IP address within the same network region.

Alternate User

Interface

Avaya IP Agent interfaces that use much less space on the Desktop than the

main window.

Assist

156 Avaya IP Agent Installation and User Guide for Citrix June 2007

Assist Allows an agent to request assistance (whether on an active ACD call or not)

from the split or skill supervisor by pressing the Assist button or by putting the

call on hold and dialing the Assist feature access code, followed by the split

group number. The agent must be logged into the split or skill.

Auto-answer An Avaya communication server feature where calls directed to an agent are

connected without any action required on the part of the agent. An agent can

begin conversing with the other party without having to accept the call by

activating a call appearance or releasing the switch hook.

Autodial A telephone feature where a single button is used to dial a complete telephone

number.

Auto-In An ACD work mode. In the Auto-In mode, when an agent disconnects from a

call, that agent is automatically available to receive another ACD call.

Automatic Call

Distribution (ACD)

A method of call distribution where EAS agents are placed in groups called

skills. An EAS agent can be logged into up to 20 skills simultaneously. EAS

distributes calls to the extension of an agent that possesses the necessary skill.

Automatic Number

Identification (ANI)

A service that provides the telephone number of an incoming call.

AutoPlay A Microsoft Windows feature that causes an application on a CD-ROM to run

without any user interaction as soon as the CD-ROM is inserted into the drive.

AUX See Auxiliary Work (AUX) mode.

AUX RC See Auxiliary Reason Code (AUX RC).

Auxiliary Reason

Code (AUX RC)

A numeric code that describes the reason for entering the AUX work mode,

such as lunch or meetings. This Expert Agent Selection (EAS) feature enables

a contact center to track the time of an agent more precisely.

Auxiliary Work

(AUX) mode

An ACD agent work mode indicating that the agent is unavailable (for example,

observing a pre-defined period of inactivity or in training) to receive an ACD

call.

Available An agent state in which the agent is able to accept an ACD call. This is a

sub-state of the Auto-In and Manual-In modes.

Avaya

communication

server

A DEFINITY, MultiVantage, or Communication Manager system. These

systems receive and distribute communications throughout a contact center.

Avaya IP Softphone Avaya IP Softphone is an Avaya product that enables you to log in to an Avaya

communication server as an extension. Avaya IP Softphone does not support

agent login and cannot co-reside with Avaya IP Agent.

Bandwidth The maximum number of digital bits that can pass through a communications

channel every second. For example, Ethernet 10BaseT has a maximum

bandwidth of 10 megabits per second.

DDE

Avaya IP Agent Installation and User Guide for Citrix June 2007 157

Basic Conference A mode of joining multiple parties to the same call. Up to five parties can be

added, for a total of six on a call. The agent selects Conference, dials the

number through the keyboard, talks to the party, and selects Conference again.

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